Proceedings of the 2nd International Conference on Applied Social Science Research

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

Authors
Xin Xin, Wen-chao Liu, Hong-li Bao
Corresponding Author
Xin Xin
Available Online July 2014.
DOI
https://doi.org/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.
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This is an open access article distributed under the CC BY-NC license.

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Volume Title
Proceedings of the 2nd International Conference on Applied Social Science Research
Series
Advances in Intelligent Systems Research
Publication Date
July 2014
ISBN
978-94-62520-24-0
ISSN
1951-6851
DOI
https://doi.org/10.2991/icassr-14.2014.15How to use a DOI?
Open Access
This is an open access article distributed under the CC BY-NC license.

Cite this article

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  - https://doi.org/10.2991/icassr-14.2014.15
ID  - Xin2014/07
ER  -