Empirical Research of the Relationship among Customer Satisfaction, Customer Loyalty and Business Performance in Banking Sector——Illustrated by Bank of Chin

DOI

10.2991/icassr-14.2014.15How to use a DOI?

Keywords

Customer satisfaction, Customer loyalty, Business performance, Banking

Abstract

Competition is increasing in Chinese banking industry and gaining more customer satisfaction has become the focus of competition. Through empirical research, we found: CS has positive effect on customer loyalty in Chinese banking industry; CS has positive effect on bank’s business performance and some dimensions; CL has positive effect on bank’s business performance and some dimensions; CL has partial intermediary role in the influence of CS on the performance of banks and some dimensions.

Copyright

© 2014, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Xin Xin
AU  - Wen-chao Liu
AU  - Hong-li Bao
PY  - 2014/07
DA  - 2014/07
TI  - Empirical Research of the Relationship among Customer Satisfaction, Customer Loyalty and Business Performance in Banking Sector——Illustrated by Bank of Chin
BT  - Proceedings of the 2nd International Conference on Applied Social Science Research
PB  - Atlantis Press
SP  - 55
EP  - 58
SN  - 1951-6851
UR  - https://doi.org/10.2991/icassr-14.2014.15
DO  - 10.2991/icassr-14.2014.15
ID  - Xin2014/07
ER  -