How to cite this paper
Hajiyan, H., Aminbeidokhti, A & Hemmatian, H. (2017). A model of customer loyalty in the retail banking market.Accounting, 3(2), 95-100.
Refrences
Abesy, S., & Torkan, V. (2016). Planning customer relationship management (CRM) strategies in the mining and industry bank. Mediterranean Journal of Social Sciences, 7(3 S3), 298.
Bhat, S. A., & Darzi, M. A. (2016). Customer relationship management: An approach to competitive advantage in the banking sector by exploring the mediational role of loyalty. International Journal of Bank Marketing, 34(3), 388-410.
Caruana, A. (2002). Service loyalty: The effects of service quality and the mediating role of customer satisfaction. European journal of marketing,36(7/8), 811-828.
Ebrahimi, E., Fathi, M. R., & Irani, H. R. (2016). A new hybrid method based on fuzzy Shannon's Entropy and fuzzy COPRAS for CRM performance evaluation (Case: Mellat Bank). Iranian Journal of Management Studies,9(2), 333.
Kishor, N. R., & Nagamani, K. (2015). Customer relationship management in Indian Banking Sector. ACADEMICIA: An International Multidisciplinary Research Journal, 5(7), 74-82.
Lee-Kelley, L., Gilbert, D., & Mannicom, R. (2003). How e-CRM can enhance customer loyalty. Marketing Intelligence & Planning, 21(4), 239-248.
Liu, C. C., Tseng, H. C., Chuang, L. M., & Huang, C. M. (2012). A study of the impact of the E-CRM perspective on customer satisfaction and customer loyalty-exemplified by bank Sinopac. Journal of Economics and Behavioral Studies, 4(8), 467.
Newman, K. (2001). Interrogating SERVQUAL: a critical assessment of service quality measurement in a high street retail bank. International Journal of Bank Marketing, 19(3), 126-139.
Osayawe Ehigie, B. (2006). Correlates of customer loyalty to their bank: a case study in Nigeria. International Journal of Bank Marketing, 24(7), 494-508.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual. Journal of retailing, 64(1), 12-40.
Rigby, D. K., Reichheld, F., & Dawson, C. (2003). Winning customer loyalty is the key to a winning CRM strategy. Ivey business journal, 67(4), 1.
Sivaraks, P., Krairit, D., & Tang, J. C. (2011). Effects of e-CRM on customer–bank relationship quality and outcomes: The case of Thailand.The Journal of High Technology Management Research, 22(2), 141-157.
Zineldin, M. (2006). The royalty of loyalty: CRM, quality and retention.Journal of Consumer Marketing, 23(7), 430-437.
Bhat, S. A., & Darzi, M. A. (2016). Customer relationship management: An approach to competitive advantage in the banking sector by exploring the mediational role of loyalty. International Journal of Bank Marketing, 34(3), 388-410.
Caruana, A. (2002). Service loyalty: The effects of service quality and the mediating role of customer satisfaction. European journal of marketing,36(7/8), 811-828.
Ebrahimi, E., Fathi, M. R., & Irani, H. R. (2016). A new hybrid method based on fuzzy Shannon's Entropy and fuzzy COPRAS for CRM performance evaluation (Case: Mellat Bank). Iranian Journal of Management Studies,9(2), 333.
Kishor, N. R., & Nagamani, K. (2015). Customer relationship management in Indian Banking Sector. ACADEMICIA: An International Multidisciplinary Research Journal, 5(7), 74-82.
Lee-Kelley, L., Gilbert, D., & Mannicom, R. (2003). How e-CRM can enhance customer loyalty. Marketing Intelligence & Planning, 21(4), 239-248.
Liu, C. C., Tseng, H. C., Chuang, L. M., & Huang, C. M. (2012). A study of the impact of the E-CRM perspective on customer satisfaction and customer loyalty-exemplified by bank Sinopac. Journal of Economics and Behavioral Studies, 4(8), 467.
Newman, K. (2001). Interrogating SERVQUAL: a critical assessment of service quality measurement in a high street retail bank. International Journal of Bank Marketing, 19(3), 126-139.
Osayawe Ehigie, B. (2006). Correlates of customer loyalty to their bank: a case study in Nigeria. International Journal of Bank Marketing, 24(7), 494-508.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual. Journal of retailing, 64(1), 12-40.
Rigby, D. K., Reichheld, F., & Dawson, C. (2003). Winning customer loyalty is the key to a winning CRM strategy. Ivey business journal, 67(4), 1.
Sivaraks, P., Krairit, D., & Tang, J. C. (2011). Effects of e-CRM on customer–bank relationship quality and outcomes: The case of Thailand.The Journal of High Technology Management Research, 22(2), 141-157.
Zineldin, M. (2006). The royalty of loyalty: CRM, quality and retention.Journal of Consumer Marketing, 23(7), 430-437.