Balancing Competition and Stability in Australian Retail Banking

Customer Experience develops through a journey of touchpoints. However, little is known on the role of touchpoints in contributing to customer loyalty, which is the final aim of Customer Experience Management. This study provides an examination of the relative and moderating role of frequency and positivity of exposure to more than twenty touchpoints and their interplay in contributing to customer loyalty. An online survey on more than three thousand consumers is run with reference to retail banking. Results show that only a small number of touchpoints is significantly related to customer loyalty. Findings point companies' attention to invest their efforts in managing both the frequency and positivity of specific touchpoints.

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The Internationalization of Retail Banking: The Case of French Banks

Journal of Management Policy and Practice ◽

10.33423/jmpp.v19i3.50 ◽

2018 ◽

Vol 19 (3) ◽

Keyword(s):

Retail Banking

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Measuring Service Quality in Retail Banking

Indian Journal Of Applied Research ◽

10.15373/2249555x/aug2013/124 ◽

2011 ◽

Vol 3 (8) ◽

pp. 380-381

Author(s):

Richa Pandit ◽

◽

Dr. Ram Kumar Balyan

Keyword(s):

Service Quality ◽

Retail Banking

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Retail Banking Diagnostic

10.1596/30402 ◽

2018 ◽

Cited By ~ 1

Author(s):

Keyword(s):

Retail Banking

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RETAIL BANKING SERVICES AND PROSPECTS FOR ITS DEVELOPMENT IN THE REPUBLIC OF UZBEKISTAN

Innovation in the economy ◽

10.26739/2181-9491-2020-3-4 ◽

2020 ◽

Vol 3 (3) ◽

pp. 26-31

Author(s):

Zafar Umarov ◽

◽

Shahnoza Pardayeva

Keyword(s):

Retail Banking ◽

Practical Significance ◽

Banking Services ◽

Current State ◽

The Republic

This article is about a market of retail banking services in Uzbekistan and development of this market. It covered the practical significance of retail banking services, analyzes the current state and ways to improve it. The article analyzes past and current years,identifies problems and provides recommendations for addressing them.

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