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What is Customer Loyalty in Romanian Banking about?

This study investigates customer loyalty in the Romanian retail banking sector, analyzing responses from 1010 participants. It identifies that customer loyalty is influenced by both positive motivations, such as satisfaction and trust, and constraint factors like contractual bonds and habit. The findings suggest that while favorable attitudes contribute significantly to loyalty, many customers also remain with their banks due to inertia and lack of alternatives.

Author

Reshma

Language

EN