Business, Management and Accounting
8 years ago

Customer Satisfaction and Trust Key to Banking Sector Stability in Romania

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Management and Marketing
The Influence of Overall Satisfaction and Trust on Customer Loyalty
Simona-Mihaela Trif

Paper Summary

The article explores how customer satisfaction and trust impact loyalty in the banking sector in Romania. They surveyed 78 firms and found that satisfied customers who trust the bank are more likely to be loyal. This loyalty includes both behavior and attitude towards the bank. The study highlights the importance of customer loyalty for banks to stay competitive in the market over time.

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