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Wplyw jakości uslug bankowych na lojalnośc klientów by Dah Bellahi

Wplyw jakości uslug bankowych na lojalnośc klientów

by Dah Bellahi
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Book cover type: Paperback
  • ISBN13: 9786203684285
  • Binding: Paperback
  • Subject: N/A
  • Publisher: Wydawnictwo Nasza Wiedza
  • Publisher Imprint: Wydawnictwo Nasza Wiedza
  • Publication Date:
  • Pages: 56
  • Original Price: GBP 33.52
  • Language: Polish
  • Edition: N/A
  • Item Weight: 96 grams
  • BISAC Subject(s): Marketing / General

Przyjmując relacyjne podejście oparte na klientach, banki islamskie, podobnie jak wszystkie firmy uslugowe, dążą do zagwarantowania i poprawy satysfakcji poprzez doskonalenie jakości obslugi, aby zatrzymac obecnych klientów, przyciągnąc ich. Nowy potencjal, ale przede wszystkim promowac relacje z nimi. Jest to ważniejsze dla tych instytucji, które mogą polegac tylko na postrzeganej jakości uslug, aby stawic czola konkurencji. Podstawowym celem artykulu jest określenie wplywu jakości obslugi na zachowania lojalnościowe klientów wobec ich banków. W 2019 roku przeprowadzono badanie ilościowe z udzialem 356 klientów 6 banków islamskich w Mauretanii. Wyniki analizy danych z wykorzystaniem modelowania równań strukturalnych pokazują, że jakośc obslugi pozytywnie wplywa na satysfakcję klientów, ale nie wplywa na zaufanie i lojalnośc. Z drugiej strony, akredytacja satysfakcji, w znacznym stopniu, zaufanie, tak jak znacznie wzmacnia lojalnośc klientów.

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