The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study

The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study Presents the findings of a study performed on data from a large bank’s retail‐banking operations. Illustrates the relationship of customer satisfaction to customer loyalty, and customer loyalty to profitability, using multiple measures of satisfaction, loyalty, and profitability. An estimate of the effects of increased customer satisfaction on profitability (assuming hypothesized causality) suggests that attainable increases in satisfaction could dramatically improve profitability. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Service Industry Management Emerald Publishing

The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study

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Publisher
Emerald Publishing
Copyright
Copyright © 1996 MCB UP Ltd. All rights reserved.
ISSN
0956-4233
DOI
10.1108/09564239610129931
Publisher site
See Article on Publisher Site

Abstract

Presents the findings of a study performed on data from a large bank’s retail‐banking operations. Illustrates the relationship of customer satisfaction to customer loyalty, and customer loyalty to profitability, using multiple measures of satisfaction, loyalty, and profitability. An estimate of the effects of increased customer satisfaction on profitability (assuming hypothesized causality) suggests that attainable increases in satisfaction could dramatically improve profitability.

Journal

International Journal of Service Industry ManagementEmerald Publishing

Published: Oct 1, 1996

Keywords: Customer loyalty; Customer satisfaction; Financial services; Operations strategy; Profitability; USA

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