The world economy faces an increasingly trend in the importance of
the service industry. Financial institutions play a crucial role in
facilitating the accumulation and allocation of capital by
channeling individual savings through loans to governments,
businesses and individuals. Quality service delivery is not an
optional competitive strategy which may, or may not, be adopted to
differentiate one bank from another: today it is essential to
corporate profitability and survival. In the highly competitive
banking industry, the success and failure of a business
organization merely depends on how well it satisfies the needs and
wants of customers. Service quality, corporate image, and price
were addressed as determinants to investigate their correlation
with customer satisfaction and service loyalty at the bank. The
results indicate service quality as the most determinant of both
customer satisfaction and service loyalty at the bank.
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