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1996•International Journal of Service Industry ManagementRequires access

The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study

Roger H. Hallowell

Open publisher page 1,871 citations

Abstract

Presents the findings of a study performed on data from a large bank’s retail‐banking operations. Illustrates the relationship of customer satisfaction to customer loyalty, and customer loyalty to profitability, using multiple measures of satisfaction, loyalty, and profitability. An estimate of the effects of increased customer satisfaction on profitability (assuming hypothesized causality) suggests that attainable increases in satisfaction could dramatically improve profitability.

About this research paper

What this paper is about

Presents the findings of a study performed on data from a large bank’s retail‐banking operations. Illustrates the relationship of customer satisfaction to customer loyalty, and customer loyalty to profitability, using multiple measures of satisfaction, loyalty, and profitability. An estimate of the effects of increased customer satisfaction on profitability (assuming hypothesized causality) suggests that attainable increases in satisfaction could dramatically improve profitability.

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OpenAlex reports 1871 citations for this work. Citation counts describe recorded attention and do not establish research quality.

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Available abstract

Presents the findings of a study performed on data from a large bank’s retail‐banking operations. Illustrates the relationship of customer satisfaction to customer loyalty, and customer loyalty to profitability, using multiple measures of satisfaction, loyalty, and profitability. An estimate of the effects of increased customer satisfaction on profitability (assuming hypothesized causality) suggests that attainable increases in satisfaction could dramatically improve profitability.

Key concepts: Loyalty business model, Customer satisfaction, Profitability index, Business, Customer profitability, Marketing, Customer retention, Customer equity

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