期刊名称：International Journal of Academic Research in Business and Social Sciences
电子版ISSN：2222-6990
出版年度：2013
卷号：3
期号：6
页码：114-123
出版社：Human Resource Management Academic Research Society
摘要：The present study aims to examine the relationship between customers' satisfaction and loyalty with the financial performance of the bank through a field study. According to the research objectives, the applied method is application approach and the necessary data has been collected using questionnaires and survey method. in this study, the statistical population one of the branches of the private banks in Yazd. This study is an applicable correlation study which used structural equation modeling and factor analysis to examine the hypotheses. The findings demonstrate that there is a strong positive relationship between customer's satisfaction and loyalty at 95 percent. Any of the satisfaction and loyalty variables are significantly related to the bank performance at 90 percent. the results of this study can be captured by business management in banking industry
关键词：customer satisfaction; customer loyalty; financial performance; banking industry
