DC FieldValueLanguage
dc.contributor.authorSamanta, Irene-
dc.date.accessioned2024-04-16T11:56:01Z-
dc.date.available2024-04-16T11:56:01Z-
dc.date.issued2014-06-30-
dc.identifierscopus-84949551563-
dc.identifier.isbn9781466662346-
dc.identifier.other84949551563-
dc.identifier.urihttps://uniwacris.uniwa.gr/handle/3000/2084-
dc.description.abstractThis chapter examines the main criteria that influence customer satisfaction and its effects on a case bank. The study identifies the actions that banks take into account and analyses the elements that can be improved in order to keep their customers satisfied and loyal during the economic recession. The research clarifies the satisfaction criteria, including ease of access, service provided, products and personnel, that are perceived as important in the evaluation of customer satisfaction. Quantitative research was conducted with 419 customers of a Greek bank. The results unexpectedly showed that respondents were satisfied with the bank. Competitive advantages were based mainly on quality service and personnel. Customers continue to use the bank for their transactions and to recommend new customers. The results also confirm the hypotheses that "total customer satisfaction" is related to "loyalty," "recommendation," and "complaints handling." However, in general their interrelationships did not fit the linear regressions cases.en_US
dc.language.isoenen_US
dc.relation.ispartofStrategic Marketing in Fragile Economic Conditionsen_US
dc.titleCustomers' satisfaction and loyalty in the economic recession: the case of a Greek banken_US
dc.typeBook Chapteren_US
dc.identifier.doi10.4018/978-1-4666-6232-2.ch004en_US
dc.identifier.scopus2-s2.0-84949551563-
dcterms.accessRights0en_US
dc.relation.deptDepartment of Business Administrationen_US
dc.relation.facultySchool of Administrative, Economics and Social Sciencesen_US
dc.identifier.spage78en_US
dc.identifier.epage96en_US
dc.collaborationUniversity of West Attica (UNIWA)en_US
dc.subject.fieldSocial Sciencesen_US
dc.journalsSubscriptionen_US
dc.publicationPeer Revieweden_US
dc.countryGreeceen_US
local.metadatastatusverifieden_US
item.cerifentitytypePublications-
item.languageiso639-1en-
item.openairetypeBook Chapter-
item.openairecristypehttp://purl.org/coar/resource_type/c_18cf-
item.fulltextNo Fulltext-
item.grantfulltextnone-
crisitem.author.deptDepartment of Business Administration-
crisitem.author.facultySchool of Administrative, Economics and Social Sciences-
crisitem.author.orcid0000-0002-9933-9092-
crisitem.author.parentorgSchool of Administrative, Economics and Social Sciences-
Appears in Collections:Book Chapter / Κεφάλαιο Βιβλίου
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