Customer Loyalty as a Construct in the Marketing of Banking Services

作者：Arun Kumar Jain, Christian R. A. Pinson, Naresh K. Malhotra · 发表于：International Journal of Bank Marketing · 年份：1987 · DOI：10.1108/eb010811 · 被引用次数：96 · 研究领域：Customer Service Quality and Loyalty

The usefulness of loyalty as a construct for understanding and analysing the market for banking services is here discussed. Using empirical data, the socio‐demographic, attitudinal and behavioural characteristics of loyal versus non‐loyal bank patrons are described. Bank loyalty can be measured and is useful in explaining differences in banking skills, expected benefits and attitudes towards banks and level of utilisation of banking services.