Identification of drivers of client satisfaction and loyalty in banking industry
The aim of this paper is to identify key drivers of satisfaction and loyalty among the bank clients. The data has been collected by means of a questionnaire. The following statistical analysis has been applied: descriptive statistics, analysis of variance, factor analysis and multiple regression ana...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Economics institute, Belgrade
2012-09-01
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| Series: | Industrija |
| Subjects: | |
| Online Access: | http://scindeks.ceon.rs/article.aspx?artid=0350-03731203093M |