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What is Service Quality and Customer Retention in Banking about?

This document summarizes a research article that examines the relationship between service quality and customer retention in traditional and automated retail banking contexts. It finds that all factors of traditional service quality, such as empathy and responsiveness of employees, positively influence customer retention. However, for automated banking, only reliability and accessibility significantly impact retention. The study proposes a conceptual model showing the relationships between service quality f

Author

kanika1

Language

EN