Customer-centricity Evolution as a Foundation of Bank's Competitive Strategy

• Authors: Monika Klimontowicz
• Languages of publication: EN

Abstracts

EN

During the last few decades the Polish banking market has changed remarkably. Despite the global tendencies as internationalization, globalization and technological progress there are some new tendencies which have already been observed but they probably will strengthen in the nearest future. Among them the most important are: the increase in use and access to banking services, the increase of sector concentration, the profit margin decrease and new market players. All that factors influence the Polish banking market directly and should be taken into account in the process of gaining competitive advantage. The article presents how competitive landscape can influence bank's further market activity, factors which are crucial for maintaining customers satisfaction and loyalty and identifies what should be done to retain and expand bank's customer base in this challenging and increasingly sophisticated market(original abstract)

Keywords

EN

Banks; Competitive advantage,; Customer loyalty; Customer satisfaction

PL

Banki; Przewaga konkurencyjna; Lojalność klientów; Satysfakcja klienta

• Publisher: Uniwersytet Ekonomiczny w Katowicach
• Journal: Journal of Economics and Management
• Year: 2014
• Volume: 16
• Pages: 45-59

Contributors

author

Monika Klimontowicz

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Identifiers

ISSN

1732-1948