Beyond satisfaction: Customer attachment to retail banks

Abdullah Aldlaigan, Francis Buttle

Research output: Contribution to journalReview articleResearchpeer-review

Abstract

Purpose - This research paper seeks to investigate the different types of attachment that customers develop towards retail banks. Design/methodology/ approach - The approach blends literature reviews, in addition to qualitative and quantitative methods. The primary research programme analyses data from seven focus groups, 39 one-on-one interviews and 1,058 individual consumer questionnaires. Findings - Identifies three forms of positive attachment, based on three different foundations: the credibility of the organisation, compatibility between the values of the organisation and those of the consumer, and interpersonal or relational considerations. Presents a statistically valid and reliable scale that can be used to measure these three forms of attachment. Also identifies other forms of customer-bank attachment grounded on less positive associations, including inertia and alienation. Originality/value - The scale can be used to identify customer-organisational attachment profiles that transcend or complement customer satisfaction, and provide a basis for relationship longevity.

LanguageEnglish
Pages349-359
Number of pages11
JournalInternational Journal of Bank Marketing
Volume23
Issue number4
DOIs
Publication statusPublished - 2005

Fingerprint

Customer satisfaction
Retail
Focus groups
Qualitative methods
Alienation
Compatibility
Questionnaire
Inertia
Research program
Blends
Credibility
Design methodology
Literature review
Quantitative methods

Keywords

  • Banking
  • Customer relations
  • Service industries
  • United Kingdom

Cite this

Aldlaigan, Abdullah ; Buttle, Francis. / Beyond satisfaction : Customer attachment to retail banks. In: International Journal of Bank Marketing. 2005 ; Vol. 23, No. 4. pp. 349-359.
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Beyond satisfaction : Customer attachment to retail banks. / Aldlaigan, Abdullah; Buttle, Francis.

In: International Journal of Bank Marketing, Vol. 23, No. 4, 2005, p. 349-359.

Research output: Contribution to journalReview articleResearchpeer-review

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AU - Buttle, Francis

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