{"id":"https://openalex.org/W2399301970","doi":"https://doi.org/10.15240/tul/001/2016-1-010","title":"The relationship among customer satisfaction, loyalty and financial performance of commercial banks","display_name":"The relationship among customer satisfaction, loyalty and financial performance of commercial banks","publication_year":2016,"publication_date":"2016-03-08","ids":{"openalex":"https://openalex.org/W2399301970","doi":"https://doi.org/10.15240/tul/001/2016-1-010","mag":"2399301970"},"language":"en","primary_location":{"id":"doi:10.15240/tul/001/2016-1-010","doi":"https://doi.org/10.15240/tul/001/2016-1-010","is_oa":true,"landing_page_url":"https://doi.org/10.15240/tul/001/2016-1-010","pdf_url":"https://doi.org/10.15240/tul/001/2016-1-010","source":{"id":"https://openalex.org/S4210214577","display_name":"E+M Ekonomie a Management","issn_l":"1212-3609","issn":["1212-3609","2336-5064"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":["anvur-scientific","norway-1","poland-70","russia-white-list-2","vabb-shw"],"host_organization":"https://openalex.org/P4310319802","host_organization_name":"Technical University of Liberec","host_organization_lineage":["https://openalex.org/P4310319802"],"host_organization_lineage_names":["Technical University of Liberec"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"E+M Ekonomie a Management","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"diamond","oa_url":"https://doi.org/10.15240/tul/001/2016-1-010","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5086068081","display_name":"Jaroslav Jr. Belas","orcid":"https://orcid.org/0000-0003-1796-8598","observed_orcids":["https://orcid.org/0000-0003-1796-8598"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Jaroslav Bel\u00e1s","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"last","author":{"id":"https://openalex.org/A5009374461","display_name":"Lenka Gab\u010dov\u00e1","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Lenka Gab\u010dov\u00e1","raw_affiliation_strings":["University Faculty of Management and Economics Department of Enterprise Economics"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University Faculty of Management and Economics Department of Enterprise Economics","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":16.6116,"has_fulltext":true,"cited_by_count":132,"citation_normalized_percentile":{"value":0.98751404,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":96,"max":100},"biblio":{"volume":"19","issue":"1","first_page":"132","last_page":"147"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9984999895095825,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9984999895095825,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14183","display_name":"Banking Sector Performance and Management","score":0.000699999975040555,"subfield":{"id":"https://openalex.org/subfields/1402","display_name":"Accounting"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.00039999998989515007,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":1.0},{"id":"https://openalex.org/keywords/customer-loyalty","display_name":"customer loyalty","score":1.0},{"id":"https://openalex.org/keywords/financial-performance","display_name":"financial performance","score":0.9210000038146973},{"id":"https://openalex.org/keywords/commercial-banks","display_name":"commercial banks","score":0.9990000128746033},{"id":"https://openalex.org/keywords/product-quality","display_name":"product quality","score":0.7910000085830688},{"id":"https://openalex.org/keywords/price-acceptance","display_name":"price acceptance","score":0.6940000057220459},{"id":"https://openalex.org/keywords/czech-banking-sector","display_name":"Czech banking sector","score":0.6549999713897705}],"concepts":[{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.7580742835998535},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.7506455183029175},{"id":"https://openalex.org/C146897074","wikidata":"https://www.wikidata.org/wiki/Q1932925","display_name":"Loyalty business model","level":4,"score":0.6365728378295898},{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.5864888429641724},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.43132638931274414},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.33512452244758606},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.14802193641662598},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.05293083190917969}],"mesh":[],"locations_count":3,"locations":[{"id":"doi:10.15240/tul/001/2016-1-010","doi":"https://doi.org/10.15240/tul/001/2016-1-010","is_oa":true,"landing_page_url":"https://doi.org/10.15240/tul/001/2016-1-010","pdf_url":"https://doi.org/10.15240/tul/001/2016-1-010","source":{"id":"https://openalex.org/S4210214577","display_name":"E+M Ekonomie a Management","issn_l":"1212-3609","issn":["1212-3609","2336-5064"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":["anvur-scientific","norway-1","poland-70","russia-white-list-2","vabb-shw"],"host_organization":"https://openalex.org/P4310319802","host_organization_name":"Technical University of Liberec","host_organization_lineage":["https://openalex.org/P4310319802"],"host_organization_lineage_names":["Technical University of Liberec"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"E+M Ekonomie a Management","raw_type":"journal-article"},{"id":"pmh:oai:publikace.k.utb.cz:10563/1006462","doi":null,"is_oa":true,"landing_page_url":"http://publikace.k.utb.cz/handle/10563/1006462","pdf_url":"https://publikace.k.utb.cz/bitstream/10563/1006462/1/Fulltext_1006462.pdf","source":{"id":"https://openalex.org/S4306400350","display_name":"Repository of TBU publications (Univerzita Tomase Bati ze Zline)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I165737746","host_organization_name":"Tomas Bata University in Zl\u00edn","host_organization_lineage":["https://openalex.org/I165737746"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-nc","license_id":"https://openalex.org/licenses/cc-by-nc","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"E+M Ekonomie a Management","raw_type":"article"},{"id":"pmh:oai:dspace5.zcu.cz:11025/21487","doi":null,"is_oa":true,"landing_page_url":"http://hdl.handle.net/11025/21487","pdf_url":null,"source":{"id":"https://openalex.org/S4306400586","display_name":"Digital Library (University of West Bohemia)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I92715842","host_organization_name":"University of West Bohemia in Pilsen","host_organization_lineage":["https://openalex.org/I92715842"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-nc","license_id":"https://openalex.org/licenses/cc-by-nc","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"\u010dl\u00e1nek"}],"best_oa_location":{"id":"doi:10.15240/tul/001/2016-1-010","doi":"https://doi.org/10.15240/tul/001/2016-1-010","is_oa":true,"landing_page_url":"https://doi.org/10.15240/tul/001/2016-1-010","pdf_url":"https://doi.org/10.15240/tul/001/2016-1-010","source":{"id":"https://openalex.org/S4210214577","display_name":"E+M Ekonomie a Management","issn_l":"1212-3609","issn":["1212-3609","2336-5064"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":["anvur-scientific","norway-1","poland-70","russia-white-list-2","vabb-shw"],"host_organization":"https://openalex.org/P4310319802","host_organization_name":"Technical University of Liberec","host_organization_lineage":["https://openalex.org/P4310319802"],"host_organization_lineage_names":["Technical University of Liberec"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"E+M Ekonomie a Management","raw_type":"journal-article"},"sustainable_development_goals":[],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W2399301970.pdf","grobid_xml":"https://content.openalex.org/works/W2399301970.grobid-xml"},"referenced_works_count":35,"referenced_works":["https://openalex.org/W1176776899","https://openalex.org/W1498737661","https://openalex.org/W1574378514","https://openalex.org/W1981270523","https://openalex.org/W1986672401","https://openalex.org/W2007738521","https://openalex.org/W2011319830","https://openalex.org/W2021336589","https://openalex.org/W2026237340","https://openalex.org/W2032382638","https://openalex.org/W2038875511","https://openalex.org/W2047056381","https://openalex.org/W2056393994","https://openalex.org/W2057219173","https://openalex.org/W2059850559","https://openalex.org/W2065484114","https://openalex.org/W2073656120","https://openalex.org/W2077804534","https://openalex.org/W2078144616","https://openalex.org/W2102417202","https://openalex.org/W2105583156","https://openalex.org/W2111032036","https://openalex.org/W2115026942","https://openalex.org/W2124658619","https://openalex.org/W2125964523","https://openalex.org/W2129399269","https://openalex.org/W2144352816","https://openalex.org/W2147425934","https://openalex.org/W2166205951","https://openalex.org/W2318844361","https://openalex.org/W2785866323","https://openalex.org/W2895775694","https://openalex.org/W2945792041","https://openalex.org/W4254758836","https://openalex.org/W7030239333"],"related_works":["https://openalex.org/W2564414128","https://openalex.org/W2418979379","https://openalex.org/W2109703980","https://openalex.org/W2183869580","https://openalex.org/W6999414723","https://openalex.org/W3092665825","https://openalex.org/W2797536826","https://openalex.org/W2249342419","https://openalex.org/W1498737661","https://openalex.org/W2054866430"],"abstract_inverted_index":{"In":[0],"the":[1,28,38,41,72,101,224,226,244],"current":[2],"banking":[3],"sector,":[4],"characterized":[5],"by":[6,142,249],"an":[7,47,146],"increasing":[8],"competition,":[9],"efficient":[10],"management":[11],"of":[12,31,40,74,82,97,118,134,140,164,170,177,200,246,257],"selling":[13],"additional":[14,63,77,161,206,217,254],"products":[15,78],"and":[16,56,94,138,156,175,205],"services":[17],"to":[18,26,43,53,59,61,86,230,242],"existing":[19],"satisfied":[20,247],"customers":[21,248],"represents":[22],"a":[23,32,88,113,116,143,165,231,237],"significant":[24],"opportunity":[25],"improve":[27],"financial":[29,95,136],"performance":[30,96],"commercial":[33,98,238],"bank.":[34],"To":[35],"sum":[36],"up,":[37],"conclusion":[39],"up":[42],"date":[44],"literature":[45],"is":[46,85,105,228,240],"idea":[48],"that":[49,121,130,235],"customer":[50,54,91,144,149,154,173,179,192,195,203,221],"satisfaction":[51,174],"leads":[52,58],"loyalty":[55,57,75,93,155,176,204],"willingness":[60],"purchase":[62],"products.":[64],"However,":[65],"there":[66],"are":[67],"practically":[68],"no":[69],"papers":[70],"quantifying":[71],"influence":[73],"on":[76,107,148],"purchases.":[79],"The":[80,125,167,197],"aim":[81],"this":[83,157,181],"paper":[84,227],"create":[87],"model":[89,127,169,199,232],"among":[90],"satisfaction,":[92,150],"banks":[99],"in":[100,158],"Czech":[102],"Republic.":[103],"It":[104],"based":[106],"our":[108],"original":[109],"research":[110],"realized":[111],"as":[112],"survey":[114],"with":[115],"total":[117],"459":[119],"respondents":[120],"have":[122,145],"been":[123],"reached.":[124],"created":[126],"has":[128,180],"proven":[129],"product":[131],"quality,":[132],"recognition":[133],"customers'":[135],"needs":[137],"acceptance":[139],"prices":[141],"impact":[147],"which":[151],"then":[152],"influences":[153,160],"return":[159],"purchases":[162,218],"potential":[163],"customer.":[166],"regression":[168,198],"relation":[171,201],"between":[172,202],"bank":[178,239],"form:":[182],"CL":[183,191,220],"=":[184,209],"0.01163":[185],"+":[186,211],"0.9191":[187],"x":[188,213],"CS,":[189],"where:":[190,215],"loyalty,":[193],"CS":[194],"satisfaction.":[196],"purchases:":[207],"APP":[208,216],"-0.05667":[210],"0.5848":[212],"CL,":[214],"potential,":[219],"loyalty.":[222],"At":[223],"end,":[225],"dedicated":[229],"example":[233],"showing":[234],"if":[236],"able":[241],"increase":[243],"number":[245],"10,000,":[250],"it":[251],"can":[252],"obtain":[253],"yearly":[255],"income":[256],"EUR":[258],"9.6":[259],"million.":[260]},"counts_by_year":[{"year":2026,"cited_by_count":3},{"year":2025,"cited_by_count":11},{"year":2024,"cited_by_count":19},{"year":2023,"cited_by_count":23},{"year":2022,"cited_by_count":17},{"year":2021,"cited_by_count":13},{"year":2020,"cited_by_count":14},{"year":2019,"cited_by_count":10},{"year":2018,"cited_by_count":10},{"year":2017,"cited_by_count":7},{"year":2016,"cited_by_count":5}],"updated_date":"2026-11-07T11:25:07.637180","created_date":"2016-06-24T00:00:00"}