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Zagreb International Review of Economics & Business, Vol.SCI No.1 December 2004. -

Customers and satisfaction of their needs have prevailed in banking services markets, with banking services becoming inextricably linked to the customer loyalty. Only a satisfied customer means a successful bank. Special role of banks and the specifics of their services do make the connection between customer satisfaction and loyalty a very fragile but important link. This paper investigates the basis for a long-term co-operation with customers and the essence of loyalty concept and customer satisfaction in banking sector.

bank service; customer loyalty; customer satisfaction



Autor: Sabina Beloglavec - ; Faculty of Economics and Business, Maribor, Slovenia Aleksandra Pisnik Korda - ; Faculty of Economics and B

Fuente: http://hrcak.srce.hr/



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