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Customer loyalty: State vs local private owned commercial bank in Colombo District Sri Lanka

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dc.title Customer loyalty: State vs local private owned commercial bank in Colombo District Sri Lanka en
dc.contributor.author De Alwis, Adambarage Chamaru
dc.relation.ispartof Innovation and Knowledge Management: A Global Competitive Advantage, Vols 1-4
dc.identifier.isbn 978-0-9821489-5-2
dc.date.issued 2011
dc.citation.spage 344
dc.citation.epage 352
dc.event.title 16th International-Business-Information-Management-Association Conference
dc.event.location Kuala Lumpur
utb.event.state-en Malaysia
utb.event.state-cs Malajsie
dc.event.sdate 2011-06-29
dc.event.edate 2011-06-30
dc.type conferenceObject
dc.language.iso en
dc.publisher International Business Information Management Association (IBIMA) en
dc.subject Customer loyalty en
dc.subject Corporate image en
dc.subject Customer satisfaction en
dc.subject Perceived value en
dc.description.abstract Customer loyalty has always been critical to business success thus profitability and loyal customers are usually of strategic advantage to any type of business organization. This factual is not different for the financial institutions. Thus keeping current customers is an essential marketing aim for all financial institutions in a highly competitive environment. Under this circumstances, purpose of this study is to identify which commercial bank category is taking higher level of customer loyalty among State Commercial Banks and Private owned Commercial Banks and what are the antecedents highly effected to get reach that level of customer loyalty in commercial banking sector in Colombo district where the most metropolitan area in Sri Lanka. Under this research, having defined loyalty in bank specifically through the characteristics identified through the literature review. Those are corporate image, customer satisfaction, perceived value, perceived service quality, customer rewards, customer attribute and trust. According to the study findings, both commercial banks in Sri Lanka are maintaining significant level of customer loyalty under the background of high financial frauds in financial sector in recent past and some foreign commercials banks have faced difficulties to continue their service in Sri Lanka. Not only that, state commercial banks has maintain higher level of loyalty than the private commercial banks that are officering more and more loyalty programs to attract and retain customers. en
utb.faculty Faculty of Management and Economics
dc.identifier.uri http://hdl.handle.net/10563/1003314
utb.identifier.rivid RIV/70883521:28120/11:43866793!RIV12-MSM-28120___
utb.identifier.obdid 43866986
utb.identifier.scopus 2-s2.0-84905085440
utb.identifier.wok 000317549600077
utb.source d-wok
dc.date.accessioned 2013-07-27T14:54:57Z
dc.date.available 2013-07-27T14:54:57Z
utb.contributor.internalauthor De Alwis, Adambarage Chamaru
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