The antecedents of consumer loyalty in retail banking

  • Lewis B
  • Soureli M
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Abstract

This paper is focused on a study designed to investigate loyalty in retail banking. The research findings suggest that loyalty is the outcome of a cognitive rather than anaffective process. The main antecedents of bank loyalty were found to be perceived value, service quality, service attributes, satisfaction, image and trust: constructs that are inter-related and form a network of loyalty antecedents.

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Authors

  • Barbara R Lewis

  • Magdalini Soureli

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