Have a personal or library account? Click to login
Comparative Analysis of Results of Online and Offline Customer Satisfaction & Loyalty Surveys in Banking Services in Montenegro Cover

Comparative Analysis of Results of Online and Offline Customer Satisfaction & Loyalty Surveys in Banking Services in Montenegro

Open Access
|May 2017

References

  1. 1. Anderson, R. E., & Srinivasan, S. S. (2003). E-satisfaction and e-loyalty: A contingency framework. Psychology & marketing, 20(2), 123-138.10.1002/mar.10063
  2. 2. Apte G.(2004). Services marketing. USA: Oxford University press.
  3. 3. Beerli, A., Martin, J. D., & Quintana, A. (2004). A model of customer loyalty in the retail banking market. European Journal of Marketing, 38(1/2), 253-275.10.1108/03090560410511221
  4. 4. Bitner, M. J., & Hubbert, A. R. (1994). Encounter satisfaction versus overall satisfaction versus quality. Service quality: New directions in theory and practice, 34, 72-94.
  5. 5. Bloemer, J. M., & Lemmink, J. G. (1992). The importance of customer satisfaction in explaining brand and dealer loyalty. Journal of Marketing Management, 8(4), 351-363.10.1080/0267257X.1992.9964204
  6. 6. Bloemer, J., & De Ruyter, K. (1999). Customer loyalty in high and low involvement service settings: the moderating impact of positive emotions. Journal of Marketing Management, 15(4), 315-330.10.1362/026725799784870388
  7. 7. Bloemer, J. M., & Kasper, H. D. (1995). The complex relationship between consumer satisfaction and brand loyalty. Journal of economic psychology, 16(2), 311-329.10.1016/0167-4870(95)00007-B
  8. 8. Chiou, J. S. (2004). The antecedents of consumers’ loyalty toward Internet service providers. Information & Management, 41(6), 685-695.10.1016/j.im.2003.08.006
  9. 9. De Ruyter, K., Wetzels, M., & Bloemer, J. (1998). On the relationship between perceived service quality, service loyalty and switching costs. International journal of service industry management, 9(5), 436-453.10.1108/09564239810238848
  10. 10. Deutskens, E., De Ruyter, K., & Wetzels, M. (2006). An assessment of equivalence between online and mail surveys in service research. Journal of Service Research, 8(4), 346-355.10.1177/1094670506286323
  11. 11. Duffy, D. L. (2005). The evolution of customer loyalty strategy. Journal of Consumer Marketing, 22(5), 284-286.10.1108/07363760510611716
  12. 12. Gustafsson, A., Johnson, M. D., & Roos, I. (2005). The effects of customer satisfaction, relationship commitment dimensions, and triggers on customer retention. Journal of marketing, 69(4), 210-218.10.1509/jmkg.2005.69.4.210
  13. 13. Homburg, C., & Giering, A. (2001). Personal characteristics as moderators of the relationship between customer satisfaction and loyalty—an empirical analysis. Psychology & Marketing, 18(1), 43-66.10.1002/1520-6793(200101)18:1<;43::AID-MAR3>3.0.CO;2-I
  14. 14. Lam, S. Y., Shankar, V., Erramilli, M. K., & Murthy, B. (2004). Customer value, satisfaction, loyalty, and switching costs: an illustration from a business-to-business service context. Journal of the academy of marketing science, 32(3), 293-311.10.1177/0092070304263330
  15. 15. Oliver, R. L. (1981). Measurement and evaluation of satisfaction processes in retail settings. Journal of retailing, 57 (Fall)
  16. 16. Oliver, R. (1997). Satisfaction: A Behavioral Perspective on the Consumer. New York: Irwin/McGraw-Hill.
  17. 17. Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of marketing research, 460-469.10.1177/002224378001700405
  18. 18. Olsen, L. L., & Johnson, M. D. (2003). Service equity, satisfaction, and loyalty: from transaction-specific to cumulative evaluations. Journal of Service Research, 5(3), 184-195.10.1177/1094670502238914
  19. 19. Olsen, S. O. (2002). Comparative evaluation and the relationship between quality, satisfaction, and repurchase loyalty. Journal of the academy of marketing science, 30(3), 240-249.10.1177/0092070302303005
  20. 20. Ping, R. A. (1993). The effects of satisfaction and structural constraints on retailer exiting, voice, loyalty, opportunism, and neglect. Journal of retailing, 69(3), 320-352.10.1016/0022-4359(93)90010-G
  21. 21. Sasser, W. E., Schlesinger, L. A., & Heskett, J. L. (1997). Service profit chain. USA: Simon and Schuster.
  22. 22. Tian, S. (1998). Testing the efficacy of an attitudinal process model of the relationship between service quality and visitor satisfaction in a tourism context (Doctoral dissertation, Texas A&M University).
  23. 23. Yang, Z., Jun, M., & Peterson, R. T. (2004). Measuring customer perceived online service quality: scale development and managerial implications. International Journal of Operations & Production Management, 24(11), 1149-1174.10.1108/01443570410563278
  24. 24. Yang, Z., & Peterson, R. T. (2004). Customer perceived value, satisfaction, and loyalty: The role of switching costs. Psychology & Marketing, 21(10), 799-822.10.1002/mar.20030
  25. 25. Yu, C. M. J., Wu, L. Y., Chiao, Y. C., & Tai, H. S. (2005). Perceived quality, customer satisfaction, and customer loyalty: The case of Lexus in Taiwan. Total Quality Management & Business Excellence, 16(6), 707-719.10.1080/14783360500077393
  26. 26. Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2006). Services marketing: Integrating customer focus across the firm, USA:McGraw - Hill
Language: English
Page range: 65 - 76
Submitted on: Nov 11, 2016
Accepted on: Dec 12, 2016
Published on: May 22, 2017
Published by: Central Bank of Montenegro
In partnership with: Paradigm Publishing Services
Publication frequency: 3 issues per year

© 2017 Milorad Jovović, Bojana Femić-Radosavović, Milena Lipovina-Božović, published by Central Bank of Montenegro
This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.