The Science of Customer Satisfaction in the Retail Banking System- A Critical Comparison between the Two International Indexes: Net Promoter Score (NPS) and American Customer Satisfaction Index (ACSI)
For customer-centered banks, customer satisfaction is both a goal and a marketing tool. Banks need to be especially concerned with their customer satisfaction level today because with the development of social media and online environments, the experience of a client with a bank, a product or servic...
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| Format: | Article |
| Language: | English |
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The Bucharest University of Economic Studies Publishing House
2016-11-01
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| Series: | Journal of Emerging Trends in Marketing and Management |
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| Online Access: | http://www.etimm.ase.ro/RePEc/aes/jetimm/2016/ETIMM_V01_2016_86.pdf |