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Customer Satisfaction And Customer Loyalty Antecedents And Resultants: In ...



Customer satisfaction and customer loyalty antecedents and resultants: in application to National Bank of Uzbekistan.
Contents
Introduction ... 3
National Bank of Uzbekistan for Foreign Economic Activities:
Profile, Environment and Strategy .. 4
Profile .. 4
Environment ........ 6
Strategy ... 9
Theories of Customer Satisfaction and Customer Loyalty:
Antecedents and Resultants In Application to Financial Services .. 12
Customer Loyalty Relevance and Antecedents 12
Customer Satisfaction: Disconfirmation Model of Evaluation .... 14
Process Outcomes: Economic Rewards ... 14
Methodology ... 15
Analysis and Findings 18
Reliability . 18
Assumptions . 20
Analysis of Primary Research Findings .... 23
Limitations of the Research and Recommendations ..... 26
Research Augmentation ... 28
Analysis .. 43
Conclusions ... 47
Bibliography . 50

Questionnaire ... 57


Introduction
The contemporary theory of finance is lacking the insights into the area of regional finances, as they normally use the generalized rules set in Western economies and academia as guidance. However, practice proves that agendas in different economies may be different (Kovalev, 2004).
The general objective, purpose of the current paper is to investigate, whether the customer oriented attitude, which is highly valued in developed economies, is indeed an important issue in such developing economies as Uzbekistan. National Bank of Uzbekistan for Foreign Economic Activities was chosen as the object of the studies, due to brand position of the bank: among all other banks, it is considered to be most successful bank in the country both in terms of process quality and customer services.
Survey involving 25 corporate respondents from two regions, with highest concentration of industries, was conducted. Respondents were asked to fill up the closed questionnaire, designed to provide the data for appropriate statistical analysis. Findings suggest that process outcome or economic rewards of using the bank was more important than satisfaction with relational aspects of the service.
Review of literature is provided along with the highlights into the profile and strategy of NBU. Methodology part deals with sampling, questionnaire and formulation of hypotheses. Analysis of findings, conclusions, recommendations for further research and managerial implications are provided.
National Bank of Uzbekistan for Foreign Economic Activities:
Profile, Environment and Strategy
Profile
National Bank of Uzbekistan for Foreign Economic activities (NBU) was formed in 1991 with the decree of the President of Uzbekistan as a main contractor-agent for Central Bank of Uzbekistan to carry out a set of functions consisting of attraction of foreign investments, organization of international settlements, rendering of high quality banking services (NBU,2003).


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