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October 1, 1996International Journal of Service Industry Management

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

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Authors

RHRoger H. HallowellHarvard University

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Implication

Empirical study reveals customer satisfaction impacts loyalty and profitability in banking, suggesting a path to increased profit.

Key Points

  • The study aims to investigate how customer satisfaction influences customer loyalty and how loyalty affects profitability in retail banking.
  • Analyzed data from a large bank's retail-banking operations.
  • Used multiple measures to assess customer satisfaction, loyalty, and profitability.
  • Estimated effects of increased customer satisfaction on profitability.
  • Increased customer satisfaction is linked to higher customer loyalty.
  • customer loyalty positively correlates with profitability.
  • Hypothesized increases in satisfaction could lead to significant boosts in profitability.

Cite This Study

Roger H. Hallowell (1996) studied this question.

synapsesocial.com/papers/6a0b94c7faed69294fd0a084https://doi.org/10.1108/09564239610129931
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Also Consider

Synapse has enriched 2 closely related papers on similar clinical questions. Consider them for comparative context:

  1. 1Brand Loyalty Vs. Repeat Purchasing Behavior1973 · 1,161 citations
  2. 2Scandinavian Management and the Nordic School of Services‐Contributions to Service Management and Quality1991 · 57 citations