Electronic Resource
Bingley
:
Emerald
International journal of bank marketing
22 (2004), S. 26-42
ISSN:
0265-2323
Source:
Emerald Fulltext Archive Database 1994-2005
Topics:
Economics
Notes:
This paper presents an analysis of price and service quality effects through customer satisfaction on customer loyalty and recommendations in a business-to-business setting of mortgage credit. The research question is examined based on returned questionnaires from the largest companies in Denmark. An initial study applying LISREL does not support a full model including the five-factor structure of the SERVPERF model. The further LISREL analysis however gives statistical evidence of a recursive model that explains willingness to recommend by customer loyalty and customer satisfaction, customer loyalty by customer satisfaction and customer satisfaction by price, assurance and reliability.
Type of Medium:
Electronic Resource
URL:
http://dx.doi.org/10.1108/02652320410514915
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