Year: 2015
Type: article
Study design: Observational Study
Abstract: This article presents management implications regarding the change of bank made by customers belonging to detailed banking. Two types of satisfaction dimensions are identified: tangible and intangible. This allows analyzing the relevance intangible traits have on loyalty. For this reason, we carried out a random survey on 384 users of detailed banking in Spain, asking questions regarding quality of service, satisfaction, and possibility of change if there was some level of dissatisfaction. It was possible to show the relationship there is between satisfaction and change behavior. The dimensions used go into detail about the importance of intangible aspects with respect to the traditionally tangible ones. The former provide us with a better opportunity to foster loyalty among customers.
Source: POLIANTEA
Institutions: Universidade de Vigo, Universidade Técnica do Porto
Language: Spanish
Subfield: Marketing
Domain: Social Sciences
Open Access status: bronze
OpenAlex ID: W1495726076