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Cited by 804Customer Service Quality and LoyaltyConsumer Behavior and Marketing InfluenceBanking Sector Performance and Management

The DOI matches its Crossref record; 41 of the 45 references it cites were found in a registry or an index.

Investigating drivers of bank loyalty: the complex relationship between image, service quality and satisfaction

Bloemer, Josée, de Ruyter, Ko, Peeters, Pascal·1998·International Journal of Bank Marketing
DOI 10.1108/02652329810245984
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Abstract

This article investigates how image, perceived service quality and satisfaction determine loyalty in a retail bank setting at the global construct level, as well as the level of construct dimensions. At the global level the results of a large‐scale empirical study reveal that image is indirectly related to bank loyalty via perceived quality. In turn, service quality is both directly and indirectly related to bank loyalty via satisfaction. The latter has a direct effect on bank loyalty. At the level of the dimensions underlying aforementioned constructs, it becomes clear that reliability (a quality dimension) and position in the market (an image dimension) are relatively important drivers of retail bank loyalty.

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Crossref · 10.1108/02652329810245984

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41 of 41 references verified0 citation errors · 0 not checkable

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Citations

Cites

Show all 45 references

Research works printed but not linked: 11

  1. Czepiel, J.A. and Gilmore, R. (1987), “Exploring the concept of loyalty in services”, in Czepiel, J. A., Congram, C.A. and Shanahan, J. (Eds), The Services Marketing Challenge: Integrating for Competitive Advantage, AMA, Chicago, IL, pp. 91‐4.
  2. Darden, W.R. and Schwinghammer, J.K.L. (1985), “The influence of social characteristics on perceived quality in patronage choice behavior”, in Jacoby, J. and Olson, J. (Eds), Perceived Quality: How Consumers View Stores and Merchandise, Lexington Books, Lexington, MA, pp. 161‐72.
  3. Doyle, P. and Fenwick, I. (1974), “Shopping habits in grocery chains”, Journal of Retailing, Vol. 50, pp. 39‐52.
  4. Gremler, D.D. and Brown, S.W. (1996), “Service loyalty; its nature, importance and implications”, in Edvardsson, B., Brown, S.W., Johnston, R. and Scheuing, E. (Eds), QUIS V: Advancing Service Quality: A Global Perspective, ISQA, New York, NY, pp. 171‐81.
  5. Guiltinan, J.P. (1989), “A classification of switching costs with implications for relationship marketing”, in Childers, T.L. and Bagozzi, R.P. (Eds), Proceedings of AMA Winter Educators’ Conference: Marketing Theory and Practice, AMA, Chicago, IL, pp. 216‐20.
  6. James, D.L., Durand, R.M. and Dreves, R.A. (1976), “The use of a multi‐attributes attitudes model in a store image study”, Journal of Retailing, Vol. 52, pp. 23‐32.
  7. Korgaonkar, P.K., Lund, D. and Price, B. (1985), “A structural equations approach toward examination of store attitude and store patronage behavior”, Journal of Retailing, Vol. 61, Summer, pp. 39‐60.
  8. Oliver, R.L. (1993), “A conceptual model of service quality and service satisfaction: compatible goals, different concepts”, in Swartz, A.T., Bowen D.E. and Brown, S.W. (Eds), Advances in Services Marketing Management, Vol. 2, JAI Press, Greenwich, CT, pp. 68‐85.
  9. Patterson, P.G. and Johnson, L.W. (1993), “Disconfirmation of expectations and the gap model of service quality: an integrated paradigm”, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 6, pp. 90‐9.
  10. Smith, A.M. (1992), “The consumers’ evaluation of service quality: some methodological issues”, in Whitelock, J. (Ed.), Proceedings of the 1992 Annual Conference, MEG, University of Salford, Marketing in the New Europe and Beyond, p. 633‐48.
  11. Snyder, D.R. (1986), “Service loyalty and its measurement: a preliminary investigation”, in Venkatesan, M., Schmalensee, D.M. and Marshall, C. (Eds), Creativity in Service Marketing: What’s New, What Works, What’s Developing, AMA, Chicago, IL, pp. 44‐8.

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Metadata

Authors
Bloemer, J., de Ruyter, K., & Peeters, P.
Affiliations
  • Transnational University Limburg (BE)
  • Maastricht University (NL)
ORCID
de Ruyter, Ko
Venue
International Journal of Bank Marketing
Publisher
Emerald
Published
1998-12-01
Volume
16
Issue
7
Pages
276-286
ISSN
0265-2323 (ISSN-L)
DOI
10.1108/02652329810245984
OpenAlex
W2059284263
Cited by
804
References
45
Citations by year
2026: 11 · 2025: 11 · 2024: 11 · 2023: 28 · 2022: 27 · 2021: 32 · 2020: 38 · 2019: 40 · 2018: 53 · 2017: 46 · 2016: 48 · 2015: 61 · 2014: 67 · 2013: 64 · 2012: 51
FWCI
3.39
Type
journal article
Language
en
Open access
closed
Licence
www.emerald.com/insight/site-policies (tdm)
Locations
International Journal of Bank Marketing (publishedVersion)
Topics
  • Social Sciences › Business, Management and Accounting › Marketing › Customer Service Quality and Loyalty
  • Social Sciences › Business, Management and Accounting › Marketing › Consumer Behavior and Marketing Influence
  • Social Sciences › Business, Management and Accounting › Accounting › Banking Sector Performance and Management
Keywords
bank loyalty, retail banking, bank image, perceived service quality, customer satisfaction, reliability, market position, customer retention

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