An Investigation of the Essential Factors on Customer Loyalty in Banking Sector: A Case of Albanian Retail Bank
The purpose of this research is to reveal essential factors that have influences on customer loyalty directly in Albanian retail banking context. In order to bring out essential factors, we have developed a questionnaire and 410 people participated in the survey. Five different factors have been des...
| Main Authors: | , |
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| Format: | Article |
| Language: | deu |
| Published: |
Celal Bayar University
2014-06-01
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| Series: | Yönetim ve Ekonomi |
| Subjects: | |
| Online Access: | http://www2.bayar.edu.tr/yonetimekonomi/dergi/pdf/C21S12014/357-368.pdf |
| _version_ | 1797910943914524672 |
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| author | Yüksel KÖKSAL Oneda DEMA |
| author_facet | Yüksel KÖKSAL Oneda DEMA |
| author_sort | Yüksel KÖKSAL |
| collection | DOAJ |
| description | The purpose of this research is to reveal essential factors that have influences on customer loyalty directly in Albanian retail banking context. In order to bring out essential factors, we have developed a questionnaire and 410 people participated in the survey. Five different factors have been described to analyze their directly impacts on customer loyalty such as Service, Security, Relationship, Reliability and Staff. The significant relations of each factor with customer loyalty have been analyzed by conducting confirmatory factor analysis. Obtained results indicate that only ‘relationship’ and ‘staff’ factors have a direct impact on customer loyalty. Determination of the essential factors on customer loyalty in banking sector will be helpful to bank managers to define priorities in order to enhance customer satisfaction and loyalty. |
| first_indexed | 2024-04-10T11:32:32Z |
| format | Article |
| id | doaj.art-de290b3e2eed455694f0c2a373cc9a53 |
| institution | Directory Open Access Journal |
| issn | 1302-0064 1302-0064 |
| language | deu |
| last_indexed | 2024-04-10T11:32:32Z |
| publishDate | 2014-06-01 |
| publisher | Celal Bayar University |
| record_format | Article |
| series | Yönetim ve Ekonomi |
| spelling | doaj.art-de290b3e2eed455694f0c2a373cc9a532023-02-15T16:18:02ZdeuCelal Bayar UniversityYönetim ve Ekonomi1302-00641302-00642014-06-01211357368An Investigation of the Essential Factors on Customer Loyalty in Banking Sector: A Case of Albanian Retail BankYüksel KÖKSALOneda DEMAThe purpose of this research is to reveal essential factors that have influences on customer loyalty directly in Albanian retail banking context. In order to bring out essential factors, we have developed a questionnaire and 410 people participated in the survey. Five different factors have been described to analyze their directly impacts on customer loyalty such as Service, Security, Relationship, Reliability and Staff. The significant relations of each factor with customer loyalty have been analyzed by conducting confirmatory factor analysis. Obtained results indicate that only ‘relationship’ and ‘staff’ factors have a direct impact on customer loyalty. Determination of the essential factors on customer loyalty in banking sector will be helpful to bank managers to define priorities in order to enhance customer satisfaction and loyalty.http://www2.bayar.edu.tr/yonetimekonomi/dergi/pdf/C21S12014/357-368.pdfBanking sectorcustomer loyalty and essential factors |
| spellingShingle | Yüksel KÖKSAL Oneda DEMA An Investigation of the Essential Factors on Customer Loyalty in Banking Sector: A Case of Albanian Retail Bank Yönetim ve Ekonomi Banking sector customer loyalty and essential factors |
| title | An Investigation of the Essential Factors on Customer Loyalty in Banking Sector: A Case of Albanian Retail Bank |
| title_full | An Investigation of the Essential Factors on Customer Loyalty in Banking Sector: A Case of Albanian Retail Bank |
| title_fullStr | An Investigation of the Essential Factors on Customer Loyalty in Banking Sector: A Case of Albanian Retail Bank |
| title_full_unstemmed | An Investigation of the Essential Factors on Customer Loyalty in Banking Sector: A Case of Albanian Retail Bank |
| title_short | An Investigation of the Essential Factors on Customer Loyalty in Banking Sector: A Case of Albanian Retail Bank |
| title_sort | investigation of the essential factors on customer loyalty in banking sector a case of albanian retail bank |
| topic | Banking sector customer loyalty and essential factors |
| url | http://www2.bayar.edu.tr/yonetimekonomi/dergi/pdf/C21S12014/357-368.pdf |
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