期刊名称：Zagreb International Review of Economics and Business
印刷版ISSN：1331-5609
出版年度：2004
卷号：SCI
期号：1
页码：153-169
出版社：Ekonomski fakultet Sveučilišta u Zagrebu
摘要：Customers and satisfaction of their needs have prevailed in banking services markets, with banking services becoming inextricably linked to the customer loyalty. Only a satisfied customer means a successful bank. Special role of banks and the specifics of their services do make the connection between customer satisfaction and loyalty a very fragile but important link. This paper investigates the basis for a long-term co-operation with customers and the essence of loyalty concept and customer satisfaction in banking sector.
