CUSTOMER SATISFACTION AND CUSTOMER LOYALTY TOWARDS ELECTRONIC TRANSACTIONS
Keywords:
customer satisfaction, loyalty, bankingAbstract
The main objective of this study is to find the interrelationships between service quality attributes, customer satisfaction and customer loyalty in the retail banking sector. All the service-providing organisations focus on enhancing their diverse customer base having different age groups and other different demographical patterns that arise after the fulfilment of needs and wants of customers to maximise their ultimate profitability. The sample data is collected from customers of the bank. The collected information has been analysed by SPSS by applying the chi-square and ANOVA. The result was a positive association between most of the demographical characteristics of customer satisfaction and loyalty.
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