![]() ![]() Results: We suggested a new model that incorporates the direct impact of technology on consumer satisfaction. Additionally, customer satisfaction was utilized to mediate the influence of service quality on customer loyalty among banking customers in Germany. The five-dimensional model of SERVQUAL (Parasuraman et al., 1988, Kasiri et al., 2017) is used in this paper. Methods: The questionnaire was developed and polled to gather data from 331 clients with bank accounts in various banks in Germany. Therefore, this research focuses on finding the impact of service quality, customer satisfaction and loyalty programs on customer’s loyalty in banking sectors of Germany. Top companies know that the path to growth goes through their clients. Background: The introduction of advanced types of banking networks such as Online banking, Automated Teller Machines (ATM), telephone banking, as well as mature capital markets and global competition have prompted bankers to explore the value of consumer loyalty. ![]()
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |