les cahiers du mecas
Volume 11, Numéro 1, Pages 5-20
2015-12-31
Evaluating Banking Service Quality, Financial Benefits And Social Bonding And It’s Impact On Customer Loyalty
Authors : Hallouz Wafaa . Benhabib Abderrezzak .
Abstract
The aim of this paper is to study the variables that affect customers loyalty in banking sector, and investigate the empirical relationship between them. For this purpose, a questionnaire was distributed to sample of customers from six Algerian public banks in Tlemcen. The estimation results show that customer satisfaction is a good factor in the assessment of overall banking ser-vice performance and quality. The findings confirm the positive indirect impact of banking service quality, financial benefits and social bonding on customer loyalty. In this paper, data are analyzed with the Structural Equation Modeling technique.
Keywords
banking service quality, financial benefits, social bonding, satisfaction, loyalty.
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