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IMPACT OF CUSTOMER SATISFACTION AND CUSTOMER RETENTION ON CUSTOMER LOYALTY: A CASE STUDY OF ENTERPRISE BANK IN OYO
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IMPACT OF CUSTOMER SATISFACTION AND CUSTOMER RETENTION ON CUSTOMER LOYALTY: A CASE STUDY OF ENTERPRISE BANK IN OYO (2014)IMPACT OF CUSTOMER SATISFACTION AND CUSTO…The relationship between customer loyalty and customer satisfaction (2001)The relationship between cust…Customer Satisfaction: A Meta-Analysis of the Empirical Evidence (2001)Customer Satisfaction: A Meta…Implications of Loyalty Program Membership and Service Experiences for Customer Retention and Value (2000)Implications of Loyalty Progr…On the relationship between store image, store satisfaction and store loyalty (1998)On the relationship between s…The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development (1997)The impact of customer satisf…Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services (1997)Customer Satisfaction, Produc…The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study (1996)The relationships of customer…Return on Quality (ROQ): Making Service Quality Financially Accountable (1995)Return on Quality (ROQ): Maki…The Capabilities of Market-Driven Organizations (1994)The Capabilities of Market-Dr…Putting the Service-Profit Chain to Work (1994)Putting the Service-Profit Ch…An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions (1994)An assessment of the relation…Customer satisfaction, customer retention, and market share (1993)Customer satisfaction, custom…A National Customer Satisfaction Barometer: The Swedish Experience (1992)A National Customer Satisfact…Zero defections: quality comes to services. (1990)Zero defections: quality come…Relationship Quality in Services Selling: An Interpersonal Influence Perspective (1990)Relationship Quality in Servi…The management and control of quality (1989)The management and control of…Brand Loyalty Vs. Repeat Purchasing Behavior (1973)Strategic Management and Marketing in the Service Sector (1984)Linking Organizational Resources and Work Engagement to Employee Performance and Customer Loyalty: The Mediation of Service Climate. (2005)Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach (2007)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Customer Satisfaction, Market Share, and Profitability: Findings from Sweden (1994)Customer loyalty in e-commerce: an exploration of its antecedents and consequences (2002)Structural equation modeling in practice: A review and recommended two-step approach. (1988)The C-OAR-SE procedure for scale development in marketing (2002)Market Orientation: A Meta-Analytic Review and Assessment of its Antecedents and Impact on Performance (2005)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)Satisfaction: a behavioral perspective on the consumer (2010)A resource‐based view of the firm (1984)Firm Resources and Sustained Competitive Advantage (1991)Innovation, Market Orientation, and Organizational Learning: An Integration and Empirical Examination (1998)Review: The Resource-Based View and Information Systems Research: Review, Extension, and Suggestions For Future Research1 (2004)Competitive Strategy: Techniques for Analyzing Industries and Competitors (1980)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Marketing management: analysis. planning. implementation and control (2000)\nThe use of partial least squares path modeling in international marketing (2009)The value concept and relationship marketing (1996)Understanding Relationship Marketing Outcomes (2002)A Strategic Framework for Customer Relationship Management (2005)The Behavioral Consequences of Service Quality (1996)Whence Consumer Loyalty? (1999)An Examination of the Nature of Trust in Buyer-Seller Relationships (1997)A Critical Review of Construct Indicators and Measurement Model Misspecification in Marketing and Consumer Research (2003)Trust and TAM in Online Shopping: An Integrated Model1 (2003)Going to Extremes: Managing Service Encounters and Assessing Provider Performance (1995)Perceived e‐service quality (PeSQ) (2007)Mining Marketing Meaning from Online Chatter: Strategic Brand Analysis of Big Data Using Latent Dirichlet Allocation (2014)
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References

  • 1994The Capabilities of Market-Driven Organizations6,532 cited
  • 1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
  • 1990Zero defections: quality comes to services.5,373 cited
  • 1990Relationship Quality in Services Selling: An Interpersonal Influence Perspective4,760 cited
  • 1994Putting the Service-Profit Chain to Work3,732 cited
  • 1993Customer satisfaction, customer retention, and market share2,151 cited
  • 2001Customer Satisfaction: A Meta-Analysis of the Empirical Evidence2,000 cited
  • 1994An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions1,984 cited
  • 1996The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study1,862 cited
  • 1995Return on Quality (ROQ): Making Service Quality Financially Accountable1,638 cited
  • 1989The management and control of quality1,627 cited
  • 1997Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services1,380 cited
  • 1997The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development1,340 cited
  • 2001The relationship between customer loyalty and customer satisfaction1,290 cited

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  • 2000Implications of Loyalty Program Membership and Service Experiences for Customer Retention and Value1,157 cited
  • 1998On the relationship between store image, store satisfaction and store loyalty1,157 cited
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