Naslov
Consumer Sample Survey Measurement on Trust and Loyalty: The Case of Croatian Banking Industry

Autori
Renko, Nataša ; Dumičić, Ksenija ; Renko, Fran

Izvornik
Naše gospodarstvo, Revija za aktualna gospodarska vprašanja, Maribor, Slovenija (0547-3101) 1-2 (2003); 133-140

Vrsta, podvrsta i kategorija rada
Radovi u časopisima, članak, stručni

Ključne riječi
Trust; Loyalty; Bank; Sample Survey

Sažetak
It is widely accepted that without a steady stream of loyal, long-term customers, banks have a hard time staying afloat in today’ s economy. This paper presents the results of the longitudinal study (in June 1999, June 2000, June 2001, and June 2002) designated to highlight the level of the Croatian customers satisfaction in domestic banking system, as well as to identify the determinants of customers trust and loyalty in domestic banks vs. foreign banks. The empirical data were gathered in a face-to-face interviewing with a highly structured questionnaire on the representative sample of 1000 households and analised by multivariate analysis

Izvorni jezik
Engleski

Znanstvena područja
Ekonomija

POVEZANOST RADA