Polish Banking Customer Loyalty. Empirical Data Analysis From Years 2007 – 2010
Artykuł w czasopiśmie
| Status: | |
| Autorzy: | Skowron Łukasz, Skowron Stanisław |
| Rok wydania: | 2011 |
| Wersja dokumentu: | Drukowana | Elektroniczna |
| Język: | angielski |
| Numer czasopisma: | 11 |
| Wolumen/Tom: | 10 |
| Strony: | 81 - 90 |
| Efekt badań statutowych | NIE |
| Materiał konferencyjny: | NIE |
| Publikacja OA: | NIE |
| Abstrakty: | angielski |
| In this article authors will try to answer the question: how does the customer's loyalty in the banking sector change (at both the structural and quantitative levels) in the face of the financial and banking crisis? In order to do that, authors uses their own model of building customer satisfaction and loyalty in the Polish banking sector constructed on the basis of the EPSI (European Perfomance Satisfation Index) and ACSI (American Customer Satisfaction Index) models. The article contains the necessary theoretical background and the precise statistical analysis of the obtained empirical data from the Polish banking sector from years 2007 - 2010. |
