DC FieldValueLanguage
dc.contributor.authorDrosos, Dimitrios-
dc.contributor.authorKyriakopoulos, Grigorios-
dc.contributor.authorSkordoulis, Michalis-
dc.contributor.authorNtanos, Stamatios-
dc.date.accessioned2024-04-08T09:51:41Z-
dc.date.available2024-04-08T09:51:41Z-
dc.date.issued2020-
dc.identifiergoogle_scholar-n4uym-MAAAAJ:BqipwSGYUEgC-
dc.identifier.isbn978-618-85079-0-6-
dc.identifier.othern4uym-MAAAAJ:BqipwSGYUEgC-
dc.identifier.urihttps://uniwacris.uniwa.gr/handle/3000/1839-
dc.description.abstractOver the last few decades, the linkage between customers’ satisfaction and business profitability is proven a very important factor in modern business organizations. According to many researchers’ customers’ satisfaction is strongly correlated to business profitability. Besides, several research efforts studied this linkage in order to determine the extend of effecting customers’ satisfaction on business profitability. Thus, customers’ satisfaction has gained vivid interest of scholars worldwide. Business profitability can be determined by customers’ loyalty and an increasing market share. Besides, the banking sector at both international and national levels is currently appreciated as one of the most dynamic and competitive industries. The aim of this research is to investigate the relationship between business profitability and customers’ satisfaction in the Greek banking sector. The analysis of the customers’ satisfaction was based on the multicriteria MUSA (Multicriteria Satisfaction Analysis) method. MUSA is an ordinal regression model which is based on the principles of multicriteria decision analysis. MUSA method is part of the wider category of aggregation – disaggregation approach, being based on the principles of qualitative analysis regression. Data were collected through a web site questionnaire that was been delivered in order to better understand the customers’ views on the service overall as well as their satisfaction levels on particular aspects of the service. The relationship between business profitability and customer satisfaction results has been analysed using correlation coefficients and regression models. The research findings unveiled a positive correlation between customers’ satisfaction and bank profitability.en_US
dc.language.isoenen_US
dc.relation.ispartofBook of Proceedings of the 14th Balkan Conference on Operational Research (Virtual BALCOR 2020) "Operational Research in the Era of Digital Transformation and Business Analytics"en_US
dc.sourceProceedings of the XIV Balkan Conference on Operational Research (Virtual …, 2020-
dc.subjectCustomer satisfactionen_US
dc.subjectBanking sectoren_US
dc.subjectProfitabilityen_US
dc.subjectMulticriteria analysisen_US
dc.subjectMUSA methodologyen_US
dc.titleThe Effects of Customers’ Satisfaction on Business Profitability in Greece's Banking Sector. An Empirical Studyen_US
dc.typeConference Paperen_US
dc.relation.conference14th Balkan Conference on Operational Research (Virtual BALCOR 2020) "Operational Research in the Era of Digital Transformation and Business Analytics", 30 September - 3 October 2020, Thessaloniki, Greeceen_US
dc.relation.deptDepartment of Business Administrationen_US
dc.relation.facultySchool of Administrative, Economics and Social Sciencesen_US
dc.identifier.spage329en_US
dc.identifier.epage333en_US
dc.linkhttps://balcor2020.uom.gr/BALCOR_2020_Book_of_Proceedings.pdfen_US
dc.collaborationUniversity of West Attica (UNIWA)en_US
dc.journalsOpen Accessen_US
dc.publicationPeer Revieweden_US
dc.countryGreeceen_US
local.metadatastatusnot verifieden_US
item.fulltextNo Fulltext-
item.grantfulltextnone-
item.openairetypeConference Paper-
item.languageiso639-1en-
item.cerifentitytypePublications-
item.openairecristypehttp://purl.org/coar/resource_type/c_18cf-
crisitem.author.deptDepartment of Business Administration-
crisitem.author.deptDepartment of Business Administration-
crisitem.author.facultySchool of Administrative, Economics and Social Sciences-
crisitem.author.facultySchool of Administrative, Economics and Social Sciences-
crisitem.author.orcid0000-0003-0059-9781-
crisitem.author.parentorgSchool of Administrative, Economics and Social Sciences-
crisitem.author.parentorgSchool of Administrative, Economics and Social Sciences-
Appears in Collections:Book Chapter / Κεφάλαιο Βιβλίου
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