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Cited by 564

The DOI matches its Crossref record; 9 of the 9 references it cites were found in a registry or an index.

A model of customer loyalty in the retail banking market

Beerli, Asunción, Martín, Josefa D., Quintana, Agustín·2004·European Journal of Marketing
DOI 10.1108/03090560410511221
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Abstract

On the basis of empirical research carried out in the retail banking market, this paper proposes a structural equations model enabling us to reach the conclusions that satisfaction together with personal switching costs are antecedents leading directly to customer loyalty, with the former exerting the greatest influence; and perceived quality is a consequence of satisfaction. At the same time, the paper shows that the degree of elaboration in the bank selection process does not have a moderating influence on the causal relationships between satisfaction/switching costs and customer loyalty.

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Research works printed but not linked: 47

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Cited by

Metadata

Authors
Beerli, A., Martín, J. D., & Quintana, A.
Venue
European Journal of Marketing
Publisher
Emerald
Published
2004-01-01
Volume
38
Issue
1/2
Pages
253-275
ISSN
0309-0566 (ISSN-L)
DOI
10.1108/03090560410511221
OpenAlex
W1975980702
Cited by
564
References
9
FWCI
14.35
Type
journal article
Language
en
Open access
closed
Licence
www.emerald.com/insight/site-policies (tdm)

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