http://www.academicjournals.

org/ajbm
Loyalty Satisfaction is an attitude; loyalty is a behavior Loyal customers spend more, are willing to pay higher prices, refer new clients, and are less costly to do business with. It costs five times more to find a new customer than to keep an existing one happy. A firm cannot create loyal customers without first creating satisfied customers.

The management and control of quality sixth edition , James R evens and William M Lindsay

Customer Loyalty: A customer's demonstration of faithful adherence to an institution (or merchant) despite the occasional error or indifferent service. As the definition implies, having entered into a business relationship with a financial services institution, the customer maintains and continues the relationship. In this view, customer loyalty is an attitude or behavior that customers explicitly vocalize or exhibit.

Customer Loyalty Problems in Retail Banking

Istvn Szts, Zsolt Tth
Budapest Tech, szuts@bmf.hu zstoth75@gmail.com
Customer loyalty has a significant impact on a companys profits and its prospects for the future.

For companies that face both significant competition and high costs associated with acquiring each customer, customer loyalty becomes crucial. A Gartner study1 found that organizations with loyal customers had profits up to 60% higher than those of competitors and were twice as likely to exceed the forecasts of financial analysts. High customer satisfaction scores also consistently show a correlation with sales growth. The bottom-line equation is simple: customer loyalty = higher profits.
Wendy

How to Measure and Increase Customer Loyalty

we measure customer loyalty when consumers face a reason to switch service provider and not when there is no reason or opportunities to do so.

How to make customers resist switching to another service provider when a critical incident occurs? The complementary roles of trust and relationship commitment
Dr Gilles NGOALA, Associate Professor, Marketing Department, Edhec Business School, 393, promenade des anglais, BP 3116,

While some retail banks have been successful in implementing loyalty programs based on products or services, the nature of retail banking is an argument for establishing relationship-based programs instead. In addition to providing assistance in meeting cross-selling goals, a relationship focus in loyalty programs can also preclude communication mistakes that result from one product group within the bank not knowing the true value of a customer's total relationship with the bank.

Customer Loyalty Problems in Retail Banking

Istvn Szts, Zsolt Tth
Budapest Tech, szuts@bmf.hu zstoth75@gmail.com

Trust

Trust defines as says that influence patterns and magnitudes of three attributes of customer trust (contractual, competence, and goodwill trust) on cooperative value creation in buyersupplier relationships, together with their critical antecedent, in a structural equation modelling framework. Study successfully revealed unique roles of each of the trust attributes in the relationship. Though both goodwill and competence trust were found to be instrumental precursors to cooperative working relationships, the former was found to be a more powerful driver of cooperation.

The antecedent and roles of three attributes of customer trust in Japanese manufacturer-supplier relationships
Tadayuki Miyamoto Nexhmi Rexha Richard Grainger Curtin University of Technology

Trust (reliability, benevolence, fairness) has mainly an indirect effect on consumers

switching resistance via affective commitment.

How to make customers resist switching to another service provider when a critical incident occurs? The complementary roles of trust and relationship commitment.
Dr Gilles NGOALA, Associate Professor, Marketing Department, Edhec Business School, 393, promenade des anglais, BP 3116,

Commitment
Research represents the most critical incident in the financial service industry (i.e. lowest consumers switching resistance). If contact persons (financial advisors, branches employees, etc.) are incompetent or impolite or do not pay a sufficient attention to customers, only calculative commitment could help keeping the customers. As a result, if a service organization is unable to train and control its employees so that they become customer-oriented, they will be obliged to implement high switching costs. Affective commitment has the strongest impact on consumers switching resistance with one exception: it does not slow down the switching process only when a service encounter failure occurs.

How to make customers resist switching to another service provider when a critical incident occurs? The complementary roles of trust and relationship commitment.
Dr Gilles NGOALA, Associate Professor, Marketing Department, Edhec Business School, 393, promenade des anglais, BP 3116,

Customer satisfaction
Customer Satisfaction: A customer's perception that his or her needs, wishes, expectations, or desires with regard to products and service have been fulfilled. Again, it is an attitude or behavior that customers vocalize or exhibit. The implication is that the financial institution is consciously and proactively able

to meet the myriad expectations of its many customers. Unfortunately, customer satisfaction is no guarantee of retention or loyalty.

Customer Loyalty Problems in Retail Banking

Istvn Szts, Zsolt Tth
Budapest Tech, szuts@bmf.hu zstoth75@gmail.com

perceived quality Key Dimensions of Quality Performance primary operating characteristics Features bells and whistles Reliability probability of operating for specific time and conditions of use Conformance degree to which characteristics match standards Durability - amount of use before deterioration or replacement

Serviceability speed, courtesy, and competence of repair Aesthetics look, feel, sound, taste, smell Key Dimensions of Service Quality Reliability ability to provide what was promised Assurance knowledge and courtesy of employees and ability to convey trust Tangibles physical facilities and appearance of personnel Empathy degree of caring and individual attention Responsiveness willingness to help customers and provide prompt service

The management and control of quality sixth edition , James R evens and William M Lindsay

significant relationship between price satisfaction and relationship quality also indicates that the European importers can enhance the perception of their suppliers relationship quality by paying the suppliers satisfactory prices for their products.

African Journal of Business Management Vol. 1 (8). pp. 218-229, November 2007 Available online http://www.academicjournals.org/ajbm ISSN 1993-8233 c2007 Academic Journals

Full Length Research Paper

The role of organizational culture in modeling buyerseller relationships in the fresh fruit and vegetable trade between Ghana and Europe
Amos Gyau1 and Achim Spiller2

CONCLUSION This paper is based on an ongoing doctoral thesis and the following propositions are therefore made based on the current findings on literature reviewed so far: 1. That service quality has a significant influence consumer behavioural intention in the Nigerian commercial banks; 2. That corporate image plays a significant role in the formation of customer behavioural intention of Nigerian commercial banks; 3. That customer perceived value is associated with the behavioural intention with regards to the services rendered by commercial banks in Nigeria. 42

Determinants of Customer Behavioural Intention in Nigerian Retail Banks*

Ahmed Audu Maiyaki
Ph.D. Candidate in Marketing, Universiti Utara Malaysia Email: aamaiyaki@yahoo.com

Dr. Sany Sanuri Mohd. Mokhtar

Senior Lecturer and Chairperson of Quality Centre, Universiti Utara Malaysia College of Business Universiti Utara Malaysia