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Full-Text Articles in Business
Bases Of E‐Store Loyalty: Perceived Switching Barriers And Satisfaction, George Balabanis, Nina Reynolds, Antonis Simintiras
Bases Of E‐Store Loyalty: Perceived Switching Barriers And Satisfaction, George Balabanis, Nina Reynolds, Antonis Simintiras
Nina Reynolds
Loyalty, its antecedents, and its consequences have been considered extensively. Store loyalty, in particular e-store loyalty, has not, however, received the same level of attention despite the increase in the number of organisations that sell directly over the Internet. This paper focuses on two antecedents of e-store loyalty, perceived switching barriers and satisfaction, and the way in which they interact. It found that customers do not consider themselves loyal to the e-store they frequent despite being largely satisfied, that the impact of switching barriers varies at different levels of customer satisfaction, and that what customers consider to be a switching …
Customer Satisfaction Measurement For State Owned Banks In Least Developed Countries- A Case Of Bangladesh, Muhammad Khondaker, Monir Mir
Customer Satisfaction Measurement For State Owned Banks In Least Developed Countries- A Case Of Bangladesh, Muhammad Khondaker, Monir Mir
Muhammad S Khondaker
Customer Satisfaction has become an important dimension for performance measurement particularly for banking and finance industry. As most banks and finance organizations offer similar products and services, improving customer satisfaction and loyalty is the most important factor in maintaining as well as increasing market share for these organizations. Customer satisfaction is grossly neglected area for performance measurement in most Least Developed Countries (LDCs) including Bangladesh. Like most LDCs, Bangladesh is also facing external pressures from IMF, World Bank, ADB etc for reforming incompetent financial sector. The purpose of the paper is to identify the factors that affect and explain customer …