Search Conferences

Type in any word, words or author name. This searchs through the abstract title, keywords and abstract text and authors. You may search all conferences or just select one conference.

 All Conferences
 EMAC 2019 Annual Conference
 EMAC 2020 Annual Conference
 EMAC 2020 Regional Conference
 EMAC 2021 Annual Conference
 EMAC 2021 Regional Conference
 EMAC 2022 Annual
 EMAC 2022 Regional Conference
 EMAC 2023 Annual
 EMAC 2023 Regional Conference

EMAC 2022 Regional Conference

An investigation on customer loyalty in the retail banking market

Published: December 1, 2022


Yingkui Yang, University of Southern Denmark; Jan Jensen, University of Southern Denmark


The objectives of this research are 1) to investigate factors that influence customer loyalty in the retail banking industry, and 2) to test the relationships between retail banking customers’ satisfaction, switching intention and customer loyalty. Data was collected through an online survey using self-administrated questionnaires. A sample of 1132 respondents with usable questionnaire were used for the analysis. Results show that banks’ personnel, banking ethic and reputation, and interests are important antecedents for customer satisfaction. Customer satisfaction has direct effect on customer loyalty. Switching intention mediates the relationship between customer satisfaction and customer loyalty.