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.
Mendeley saves you time finding and organizing research
Choose a citation style from the tabs below