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Customer loyalty and retail banks, backing on demand trends

Author

Listed:
  • Anna Omarini

    (Università L. Bocconi, Milano)

Abstract

The management of retail banks’ relations is closely linked with the search for an effective loyalty of customers, employees, suppliers, in order to increase the profitability of bank. Recent surveys outlined a scenario which, while confirming the increasing customer confidence towards bank, shows that, following the crisis, the behavior of customers is more cautious and they are more oriented to make comparisons among banks and services.

Suggested Citation

  • Anna Omarini, 2010. "Customer loyalty and retail banks, backing on demand trends," BANCARIA, Bancaria Editrice, vol. 12, pages 103-115, December.
    • Handle: RePEc:ban:bancar:v:12:y:2010:m:december:p:103-115
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    File URL: http://www.bancariaeditrice.it/prodotti/vedi/prodotto/id/2418/bancaria-n-12-2010
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    More about this item

    Keywords

    retail banking; relationship lending; caratteristiche clientela bancaria;
    All these keywords.

    JEL classification:

    • G21 - Financial Economics - - Financial Institutions and Services - - - Banks; Other Depository Institutions; Micro Finance Institutions; Mortgages
    • G29 - Financial Economics - - Financial Institutions and Services - - - Other
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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