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Lojalność Klientów Indywidualnych Wobec Banku Komercyjnego

Piotr Pietrzak

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The instability of commercial banks’ environment and deep transformations which take place inside them are making redefinition of principles of their acting. From protected institutions with many privileges, commercial banks became entities which must meet the pressure of increasing competition not only from the cooperative banks, but also from other financial institutions and entities outside the banking sector. Thus, customer loyalty is becoming increasingly important in commercial bank marketing strategies. The purpose of this article was to determine the degree of loyalty of individual customers of branch of commercial bank “X” in Warka. Loyalty indicator and enhanced loyalty indicator were used for the assessment of loyalty level. Statistical analysis comprised non parametric chi-square test (χ2).