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Date: 2004
Language: eng
Resource Type: conference paper
Identifier: http://hdl.handle.net/1959.14/151537
Description: Previous research has investigated the determinants and consequences of customer loyalty, but in banking, a critical but often neglected measure is the customer’s ‘share of wallet’ (SOW). Since some c ... More
Reviewed: Reviewed
Date: 2005
Language: eng
Resource Type: conference paper
Identifier: http://hdl.handle.net/1959.14/156815
Description: A critical measure largely neglected in previous loyalty studies is the customer's "share of wallet" (SOW). This study, based on 1,924 retail banking customers, suggests that about 25-65% of the varia ... More
Reviewed: Reviewed
Date: 2005
Language: eng
Resource Type: conference paper
Identifier: http://hdl.handle.net/1959.14/80928
Description: This study analyses prediction of overall satisfaction, affective attitude and future behavioural intentions using the five SERVQUAL dimensions. Five models were developed explaining 62% of the variat ... More
Reviewed: Reviewed
Date: 2006
Language: eng
Resource Type: conference paper
Identifier: http://hdl.handle.net/1959.14/156849
Description: A critical measure largely neglected in previous bank loyalty studies is the customer's "share of wallet" (SOW). This study, based on 1,951 retail banking customers, suggests that about 24% of the var ... More
Reviewed: Reviewed
Authors: Gray, David
Date: 2011
Language: eng
Resource Type: conference paper
Identifier: http://hdl.handle.net/1959.14/156400
Description: Consumer switching between retail bank accounts is relatively low compared to other industries. However, the retail banking industry is subject to a number of strong external forces which have the pot ... More
Reviewed: Reviewed
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