The Unique Drivers of Customer Satisfaction and Dissatisfaction in the Field of Commercial Banks
The Unique Drivers of Customer Satisfaction and Dissatisfaction in the Field of Commercial Banks

Summary/Abstract: The paper addresses the following questions that are becoming increasingly important to bank managers: How are the levels of customer satisfaction and loyalty when chosen online service? What are the unique drivers of online customer satisfaction and dissatisfaction? How is the relationship between customer satisfaction and loyalty in the online environment? Furthermore, a conceptual framework is proposed and several hypotheses regarding the drivers of customer satisfaction and loyalty, the relationship between satisfaction/ dissatisfaction and loyalty are developed and tested

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