Customer satisfaction, loyalty and financial performance A holistic approach of the Greek banking sector
Customer satisfaction, loyalty and financial performance A holistic approach of the Greek banking sector
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DOI：
10.1108/ijbm-11-2012-0114
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发表时间：
2013-01-01
影响因子：
5.3
通讯作者：
Thalassinos, Eleftherios I.
中科院分区：
文献类型：
--
作者：
Keisidou, Elissavet;Sarigiannidis, Lazaros;Thalassinos, Eleftherios I.
目的 - 本文试图提供希腊银行业及其运作方式的整体方法。设计/方法/方法 - 在希腊银行业进行了一项调查，以收集有关客户满意度和忠诚度的信息，而银行的财务数据则从其年度财务报表中获得。使用结构方程模型来检验假设。结果 - 发现客户满意度和忠诚度对银行的财务绩效均没有显着影响，而其余因素则显示出前所未有的结果。研究局限性/影响 - 研究的主要限制是希腊的经济环境和银行业的普遍危机。实际影响 - 该研究深入了解希腊银行业和调查因素之间的相互关系，以及如何通过其余因素提高客户满意度和忠诚度因素。原创性/价值——创建了一个新因素，即经济因素，并将其纳入研究中。此外，有形因素是作为个人进行测试的，而不是作为服务质量的一部分。此外，本研究是少数纳入客户满意度、忠诚度和银行财务绩效的研究之一。为了更进一步，还纳入了更多因素，以提出一种更全面的方法来提高客户满意度和忠诚度。
Purpose - The present paper is an attempt to provide a holistic approach of the Greek banking sector and how it operates.Design/methodology/approach - A survey was carried out in the banking sector of Greece in order to gather information regarding customer satisfaction and loyalty, while the financial data of the banks were attained from their annual financial statements. Structural equation modelling was used to test the hypotheses.Findings - It has been found that neither customer satisfaction nor loyalty has a significant impact on the financial performance of banks, while the remaining factors have indicated unprecedented results.Research limitations/implications - The main limitation of the study is the economic environment of Greece and the general crisis of the banking sector.Practical implications - The study provides an insight into the Greek banking sector and the interrelationships among the investigated factors, and how customer satisfaction and loyalty could be enhanced through the remaining factors.Originality/value - A new factor, the economics factor, was created and included in the study. Moreover, the tangibles factor was tested as an individual and not as part of service quality. Additionally, the present study is among the few that have incorporated customer satisfaction, loyalty and the financial performance of banks. To take it one step further, some more factors were included to present a more holistic approach of how customer satisfaction and loyalty are enhanced.