Analysis of the impact of the behavior of front-office employee, trust and satisfaction on the customer loyalty of bank customers

Auteurs

  • Najwa Dorhmi Faculté d'économie et de gestion de Kénitra, Université Ibn Tofail Kénitra, Maroc
  • Ilham El Haraoui Faculté d'économie et de gestion de Kénitra, Université Ibn Tofail Kénitra, Maroc

Mots-clés :

Behavior of front-office employee, customer loyalty, satisfaction, trust, banking sector

Résumé

The front-office employee is an important source of customer loyalty, which contributes to the competitive superiority of the bank, since it is always in direct contact with the customer. Thus, their behavior is essential to maintain this relationship. The main objective of this article is to study the impact of the behavior of front-office employee, satisfaction and trust in the customer loyalty of bank customers. The analysis of the results confirmed the existence of a significant relationship between the different variables on the loyalty of bank customers.

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Publiée

2020-09-15

Comment citer

Dorhmi, N., & El Haraoui, I. (2020). Analysis of the impact of the behavior of front-office employee, trust and satisfaction on the customer loyalty of bank customers. International Journal of Accounting, Finance, Auditing, Management and Economics, 1(2), 496–510. Consulté à l’adresse https://ijafame.org/index.php/ijafame/article/view/35

Numéro

Vol. 1 No 2 (2020)

Rubrique

Articles

Licence

Les doit d'auteurs sont détenus par les auteurs sous licence: CC-BY-NC-ND.

Tout travail soumis qui est suspecté de piratage ou de plagiat est entièrement sous la responsabilité de l'auteur qui le soumet.