TITLE

STRENGTHENING BANK MARKET PRESENCE BY MONITORING CLIENTS' SATISFACTION WITH DISTRIBUTION CHANNELS

AUTHOR(S)
Pop, Marcel C.; Radomir, Lacramioara; Maniu, Andreea I.; Zaharie, Monica M.; Scridon, Andrei M.
PUB. DATE
January 2010
SOURCE
Interdisciplinary Management Research;2010, Vol. 6, p764
SOURCE TYPE
Academic Journal
DOC. TYPE
Article
ABSTRACT
This paper aims to highlight the relationship between the customers' satisfaction with the banks' distribution channels and customer loyalty, predictors of a bank's position on the market. For this purpose, the authors present the findings of a research that tested a model which linkage satisfaction with distribution channels to repurchase behavior, the intention to recommend the bank services and to the behavior of having already recommended the bank services. The proposed model intentionally includes the satisfaction with distribution channels. On the one hand, customers are now less sensitive to price and accept to pay more if they feel comfortable when using the services of the bank and on the other hand, price can no longer lead to a competitive advantage since banks practice similar prices. Instead, customers may be interested in the number of services they may obtain through different distribution channels, in the speed with which services are performed or in the employees' attitude (where the case).
ACCESSION #
54404456

 

Related Articles

  • Better Retention Leads to Superior Growth. Clapp, Bruce // ABA Bank Marketing;Dec2005, Vol. 37 Issue 10, p14 

    The article focuses on the customer retention strategy of banks. Customer retention should be included in the priorities of banks to ensure growth. Banks should work to attract new customers and solidify its relationship with existing ones. Special considerations should be considered by banks...

  • Implementing a Customer Relationship Strategy: The Asymmetric Impact of Poor Versus Excellent Execution. Colgate, Mark R.; Danaher, Peter J. // Journal of the Academy of Marketing Science;Summer2000, Vol. 28 Issue 3, p375 

    The benefits of developing customer relationships are well established. However, a well-intentioned relationship marketing strategy may fail because of poor implementation. In this study, the authors look at the effects of implementing a customer relationship strategy. Specifically, they examine...

  • A survey on measuring the effect of website on customer satisfaction. Azad, Naser; Esmaeili, Amir // Management Science Letters;2012, Vol. 2 Issue 5, p1639 

    During the past few years, there has an increasing trend on using internet facilities to do different personal banking. People transfer money, pay their bills and even purchase shares of different companies using internet. There is also an increasing competition among banks and other financial...

  • Reward Your Customers for All Their Uses of Bank Products.  // ABA Bank Marketing;Apr2006, Vol. 38 Issue 3, p34 

    The article focuses on Full Spectrum Rewards, a rewards program launched by RewardsNOW of Dover, New Hampshire. Options for the types of rewards the institution can offer include a broad range of appealing consumer goods, hundreds of gift certificate options, and a range of downloadable content....

  • Using Niche Products To Lure Clients from Banks. Bills, Steve // American Banker;11/18/2005, Vol. 170 Issue 222, p12 

    The article reports that nontraditional competitors are using niche products to take business away from banks in the core consumer market. A survey from the Bank Administration Institute suggests relationship-building strategies among traditional banks could be ineffective and that customers may...

  • Encouraging New-Channel Use. GRIESEL, ACHIM // ABA Bank Marketing;Jun2013, Vol. 45 Issue 5, p20 

    The article considers bank marketing of new customer services such as mobile and Internet banking by community banks. The use of incentives such as customer loyalty reward programs for users of debit cards is discussed. E-mail marketing of customer loyalty rewards by banks is examined. The rate...

  • LA COMPL�MENTARIT� TRANVERSALE: OUTIL D'�COUTE POUR UN MARKETING PERSONNALIS�. Gallais-Hamonno, Janine // Revue Fran�aise du Marketing;2001, Issue 182, p61 

    One-to-one marketing does not mean interfering with consumers' privacy. What the consumer is in search of is a company to whom he/she will identify by sharing the same values, and more particularly the same way of communicating. Through the analysis of the way .consumers express themselves, when...

  • How switching costs affect subscriber loyalty in the Turkish mobile phone market: An exploratory study. Aydin, Serkan; Özer, Gökhan // Journal of Targeting, Measurement & Analysis for Marketing;Jan2006, Vol. 14 Issue 2, p141 

    Both academics and practitioners approve of the strategic role of customer switching cost on ensuring customer loyalty. However, there is no consensus on either conceptualisation or measuring customer switching costs. In this context, the aims of this study are (1) to develop a model by using...

  • EVALUATING CUSTOMER SATISFACTION IN BANKING SERVICES. Bena, Irina // Management & Marketing;2010, Vol. 5 Issue 2, p143 

    New, competitive market conditions, where companies need to fight for their survival, rendered evident that building and managing relationships with customers is vital. At the basis of every long term relationship lies the customer satisfaction. In the service area the construct of satisfaction...

Share

Read the Article

Courtesy of THE LIBRARY OF VIRGINIA

Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics