Browsing by Author "Fragata, A."
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- Determinants of Loyalty in Business BankingPublication . Fragata, A.; Munoz, P.The aim of this study is to investigate and compare the main determinants of Banking Loyalty for Business Banking customers in an offline and online environment. The results showed that the major driver of Banking Loyalty in an offline environment is Perceived Service Quality. Satisfaction and Image overlap the last construct and business customers do not perceive Switching Costs. In an online context E-Banking Service Quality affects E-Banking Loyalty, E-Satisfaction and Image overlap the last construct, E-Banking Service Quality has a strong impact on E-Trust and Perceived Switching Costs has a strong impact on E-Banking Loyalty.
- Investigating the determinants of E-banking loyalty for large business customers: two empirical modelsPublication . Fragata, A.; Moustakas, E.The current research paper proposes two models for the determinants of E-banking Loyalty for large business customers. The results demonstrated that five main quality dimensions were identified for the e-banking portals: assurance, reliability, convenience and quality monitoring by the financial director of the company. The results also confirm that e-banking quality has a strong impact on e-banking loyalty via the mediating effect of e-trust and switching costs have strong a impact on e-banking loyalty. Further our findings also suggest that interpersonal relationships generated between the bank manager and the decision maker of the company have a strong impact on the perceptions of service quality in online banking, and will also affect positively E-Banking Loyalty. Banking, e-loyalty, e-banking quality.
- The Effects of Trust, Commitment and Satisfaction on Customer Loyalty in the Distribution SectorPublication . Bricci, L.; Fragata, A.; Antunes, J.The main goal of this investigation is to demonstrate the main effects of trust, commitment and customer satisfaction on loyalty with a sample of customers from the distribution sector in Portugal. The results showed that trust has a positive and direct effect on commitment, also trust has a positive and direct effect on satisfaction, commitment has a positive and direct effect on loyalty and satisfaction has a positive and direct effect on loyalty, thus it´s important for this companies the improvement of responsibility, development of team skills, empowering employees and the company in a sense to fulfill commitments and performing the co-creation of value.
- The importance of perceived service quality in banking loyalty for large business customersPublication . Fragata, A.; Munõz, P.The behaviour of the large corporate banking customers when selecting the main bank and the level of their bank loyalty, are subjects that haven´t been much investigated in previous studies. Most of Portuguese large companies in our sample work with more than 5 banks and there is a positive relation between the size of the company and the number of banks used. The competition in this bank segment is fierce, so it´s important to investigate the selection of the main bank.The data showed that Banking Loyalty for large corporate banking customers depends on Perceived Service Quality, which in turn is one factor construct explained by the variety of products, reliability and by the interpersonal relationship established between the decision maker of the company and the business bank manager. There is no statistical evidence to suggest that the variables Tangibles, Responsiveness and Price conditions are important to predict Perceived Service Quality for large corporate customers. The results of his study can help banks to build a loyalty strategy towards the segment of large corporate customers.