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Abstract Service quality and customer satisfaction are parts of factors that influence customer
loyalty to bank services. Both are necessary to be fulfilled in order to gain customer loyalty …

Customer experience, satisfaction and word-of-mouth intention contribute a crucial part in
enhancing customer loyalty in the banking sector. This study examines the moderators of the …

This study was conducted to discover the factors affecting customer service quality
satisfaction for Vietcombank in Ho Chi Minh City. Quantitative research method has been …

Many previous studies have stated that financial performance such as capital structure,
company growth and profitability can influence the firm value. These results confirm the …

Purpose: Providing high-quality e-banking services and trust is considered a basic strategy
for attracting and retaining customers with mobile banking that is less investigated …

Purpose This study aims to discuss the main points in the dimensions of the quality of the
electronic services to be considered in the future to adapt to future transactions and how to …

Purpose The purpose of this paper is to investigate the relationship between service
recovery and relational selling behavior on trust and satisfaction in the banking industry …

Purpose This paper aims to examine how the adoption decision of the internet banking in
North Cyprus would be affected based on the following dimensions; the technology features …

Although large companies try to gain new customers, they also want to retain their old
customers. Therefore, customer churn analysis is important for identifying old customers …