Customer satisfaction and loyalty intention of customers of financial institutions in North Cyprus

ABSTRACT: The aim of this study is examine what influence customer satisfaction in the service industry and how much important is to make interpersonal bonds between customers and front line employees. We will also examine the dimensions of interpersonal bonds and their direct influence on customer satisfaction and indirect influence on loyalty intention to service. 215 questionnaires have been distributed to financial service institutes‟ customers in North Cyprus. The questionnaires contained 43 questions about the customers‟ perception of care, familiarity, friendship, rapport, trust regarding employee, the level of their satisfaction and then their loyalty intention. This study concentrates on the influence of the 5 dimensions of interpersonal bond between customers and service providers on customer satisfaction and the influence of satisfaction on loyalty intention. The findings of this study show that these dimensions have direct and indirect influences on each other and they positively influence the perception of customer satisfaction and in turn, service loyalty. Keywords: Customer Satisfaction, Financial Institutes, Loyalty Intention, North Cyprus. …………………………………………………………………………………………………………………………