The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study
- 1 October 1996
- journal article
- Published by Emerald Publishing in International Journal of Service Industry Management
- Vol. 7 (4) , 27-42
- https://doi.org/10.1108/09564239610129931
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.Keywords
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