Polish Banking Customer Loyalty: Empirical Data Analysis (Years 2007-2010)

Abstract

In this article, the authors will try to answer the following question, “How does the customer's loyalty in the banking sector change (at both the structural and quantitative levels) in the face of the financial and banking crisis?”

In order to do that, the authors use their own model of building customer satisfaction and loyalty in the Polish banking sector constructed on the basis of the EPSI (European Performance Satisfaction Index) and ACSI (American Customer Satisfaction Index) models.

This article contains the necessary theoretical background and the precise statistical analysis of the obtained empirical data from the Polish banking sector from the years 2007-2010.