Resumen de Loyalty by Corporate Banking Customers

Anabela Oliveira da Silva Fragata, Pablo Antonio Muñoz Gallego

• We develop a model to analyse the relations between perceived service quality, customer satisfaction, loyalty and intention to increase utilization of banking services by medium/large corporate banking customers. We suggest that perceived service quality will have a positive indirect effect on bank loyalty via customer satisfaction; perceived service quality will have a positive effect on bank via customer satisfaction; perceived service quality will have a positive effect on bank loyalty will have a direct positive effect on intention to increase utilization of banking services. After validation of the measurement scales, the hypotheses are contrasted through Structural Equation Modelling (SEM)