Customer Loyalty: State Vs Local Private Owned Commercial Bank in Colombo District Sri Lanka

Kód výsledku v IS VaVaI

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Výsledek na webu

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DOI - Digital Object Identifier

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Jazyk výsledku

angličtina

Název v původním jazyce

Customer Loyalty: State Vs Local Private Owned Commercial Bank in Colombo District Sri Lanka

Popis výsledku v původním jazyce

Customer loyalty has always been critical to business success thus profitability and loyal customers are usually of strategic advantage to any type of business organization. This factual is not different for the financial institutions. Thus keeping current customers is an essential marketing aim for all financial institutions in a highly competitive environment. Under this circumstances, purpose of this study is to identify which commercial bank category is taking higher level of customer loyalty amongState Commercial Banks and Private owned Commercial Banks and what are the antecedents highly effected to get reach that level of customer loyalty in commercial banking sector in Colombo district where the most metropolitan area in Sri Lanka. Under thisresearch, having defined loyalty in bank specifically through the characteristics identified through the literature review. Those are corporate image, customer satisfaction, and perceived value, perceived service quality, customer rewards

Název v anglickém jazyce

Customer Loyalty: State Vs Local Private Owned Commercial Bank in Colombo District Sri Lanka

Popis výsledku anglicky

Customer loyalty has always been critical to business success thus profitability and loyal customers are usually of strategic advantage to any type of business organization. This factual is not different for the financial institutions. Thus keeping current customers is an essential marketing aim for all financial institutions in a highly competitive environment. Under this circumstances, purpose of this study is to identify which commercial bank category is taking higher level of customer loyalty amongState Commercial Banks and Private owned Commercial Banks and what are the antecedents highly effected to get reach that level of customer loyalty in commercial banking sector in Colombo district where the most metropolitan area in Sri Lanka. Under thisresearch, having defined loyalty in bank specifically through the characteristics identified through the literature review. Those are corporate image, customer satisfaction, and perceived value, perceived service quality, customer rewards

Druh

D - Stať ve sborníku

CEP obor

AE - Řízení, správa a administrativa

OECD FORD obor

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Projekt

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Návaznosti

V - Vyzkumna aktivita podporovana z jinych verejnych zdroju

Rok uplatnění

2011

Kód důvěrnosti údajů

S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Název statě ve sborníku

Proceedings of the 16th International Business Information Management Association Conference

ISBN

978-0-9821489-5-2

ISSN

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e-ISSN

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Počet stran výsledku

9

Strana od-do

344-352

Název nakladatele

International Business Information Management Conference

Místo vydání

Kuala Lumpur, Malaysia

Místo konání akce

Kuala Lumpur, Malaysia

Datum konání akce

29. 6. 2011

Typ akce podle státní příslušnosti

WRD - Celosvětová akce

Kód UT WoS článku

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