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Customer Loyalty and its Determinants in Banking Industry: A Study in Madurai City

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  • K Saravanan

    (Madurai Kamaraj University)

Abstract

The Banking Industry is highly competitive, complex and in dynamic environment. It has led to a great transformation in the industry. The traditional product-oriented bank is becoming increasingly customer-oriented in accordance with the basic principles of relational marketing, which focuses on customer loyalty as its main goal. In this sense, Gilmore (1997) considers that constant customer oriented behaviour is a requisite for improving the implementation of quality in services marketing. In this sense, Barnes and Howlett (1998) argue that, given that many financial services are parity offerings, it can be stated that a customer is unlikely to be overly impressed by core product attributes when all companies are providing similar offerings.

Suggested Citation

  • K Saravanan, 2017. "Customer Loyalty and its Determinants in Banking Industry: A Study in Madurai City," Shanlax International Journal of Economics, Shanlax Journals, vol. 6(1), pages 72-79, December.
    • Handle: RePEc:acg:journl:v:6:y:2017:i:1:p:72-79
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    References listed on IDEAS

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    1. Sulaimon Olanrewaju Adebiyi & Emmanuel Olateju Oyatoye & Bilqis Bolanle Amole, 2015. "Determinants of Customers` Churn Decision in the Nigeria Telecommunication Industry: An Analytic Hierarchy Process Approach," The International Journal of Economic Behavior - IJEB, Faculty of Business and Administration, University of Bucharest, vol. 5(1), pages 81-104, December.
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