International Journal of Bank Marketing: Volume 16 Issue 7

Investigating drivers of bank loyalty: the complex relationship between image, service quality and satisfaction

Josée Bloemer, Ko de Ruyter, Pascal Peeters

This article investigates how image, perceived service quality and satisfaction determine loyalty in a retail bank setting at the global construct level, as well as the level of…

Barclays Life customer satisfaction and loyalty tracking survey: a demonstration of customer loyalty research in practice

Chris Drake, Anne Gwynne, Nigel Waite

Outlines the development by Barclays Life of a tracking survey to collect information concerning customers’ feelings of satisfaction and loyalty. Describes research undertaken by…

Seven best practices for creating a sales culture: transitioning from an internally‐focused, transaction‐oriented culture to a customer‐focused, sales‐oriented culture

Donald J. Shemwell, Ugur Yavas

Ninety‐four per cent of the bankers who responded to a recent survey think that establishing a sales culture is very important to their institution’s success, yet less than half…

Banking behavior of Islamic bank customers: perspectives and implications

Saad A. Metawa, Mohammed Almossawi

Describes a study designed to investigate the banking behavior of Islamic bank customers in the state of Bahrain. The study sample comprised 300 customers. A comprehensive profile…