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• W2505427874 abstract "Abstract Banking is a service that lies in a very competitive industry in most developed and developing countries, with different brands competing in a scenario of increasing banking and credit penetration. In a business-to-professional setting for banking, the range of services that a client uses with a bank is very high compared to retail banking. Thus, this paper would like to examine the loyalty of the micro-enterprise owners towards their favourite banks. Using both local and international banks in Malaysia as the focus of the study, an exploratory research was carried out to assess micro-enterprise owners’ level of loyalty to their banks. Self-administered questionnaires were collected from 356 banks’ business customers of various conventional and Islamic banks. The findings from this research have shown that a bank's reputation, quality services as well as customer relationship have a direct relationship to micro-enterprise owners’ loyalty. The micro-enterprise owners believed that as long as the bank provides good services, a good income is being generated through them with the security factor taken into consideration. This study's findings could provide important directions for the development of a holistic framework to explain the formation and structure of micro-enterprise owners’ loyalty towards banking and financial services industries." @default.
• W2505427874 created "2016-08-23" @default.
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• W2505427874 date "2016-06-01" @default.
• W2505427874 modified "2023-09-23" @default.
• W2505427874 title "Determinants of Micro Enterprise Owners’ Loyalty towards Their Favourite Banks" @default.
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• W2505427874 doi "https://doi.org/10.1016/j.sbspro.2016.05.489" @default.
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