An empirical investigation of customer satisfaction and loyalty across two divergent bank segments

Pont, Marcin and McQuilken, Lisa 2005, An empirical investigation of customer satisfaction and loyalty across two divergent bank segments, Journal of financial services marketing, vol. 9, no. 4, pp. 344-359.

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Title An empirical investigation of customer satisfaction and loyalty across two divergent bank segments
Author(s) Pont, Marcin
McQuilken, Lisa
Journal name Journal of financial services marketing
Volume number 9
Issue number 4
Start page 344
End page 359
Publisher Henry Stewart Publications
Place of publication London, England
Publication date 2005
ISSN 1363-0539
1479-1846
Keyword(s) satisfaction
loyalty
behavioural intentions
Australian banking industry
retirees
university students
customer satisfaction
Summary Customer satisfaction is an important indicator for customer loyalty, and numerous studies have identified the benefits that customer loyalty delivers to an organisation. Nevertheless, research also suggests that satisfied customers still defect. This study investigated the relationship between customer satisfaction and loyalty intentions within the Australian banking industry for two distinct customer segments, retirees and university students. Results indicate no significant difference in the satisfaction levels of either group; however, there were differences with respect to two of the five behavioural intentions dimensions: loyalty and switch. Satisfaction was found to have a significant impact on three of the five behavioural intentions dimensions: loyalty, pay more and external response, suggesting that management should initiate service policies aimed at securing improvements in customer satisfaction. However, there are also other constructs at work aside from satisfaction in determining future behavioural intentions.
Language eng
Field of Research 150599 Marketing not elsewhere classified
HERDC Research category C1 Refereed article in a scholarly journal
Copyright notice ©2005, Henry Stewart Publications
Persistent URL http://hdl.handle.net/10536/DRO/DU:30002909

Document type: Journal Article
Collection: Deakin Graduate School of Business
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