tailieunhanh - CUSTOMER SATISFACTION: A STUDY OF BANK CUSTOMER RETENTION IN NEW ZEALAND

CARE will do this by expanding our village savings and loan associations to 39 countries across Africa and by building the capacity of microfinance institutions to develop and deliver the products and services these clients need. Among the critical issues CARE will be addressing in the years ahead is the question of the “tipping point,” the amount of outside investment and time that are required before CARE and other organizations can pull out – leaving behind strong, self-sufficient VSLAs and well-trained and motivated local champions who can create and train new groups. ACCESS AFRICA will ensure that. | Discussion Paper No. 109 CUSTOMER SATISFACTION A STUDY OF BANK CUSTOMER RETENTION IN NEW ZEALAND David Cohen1 Christopher Gan2 Hua Hwa Au Yong3 and Esther Choong4 March 2006 Commerce Division PO Box 84 Lincoln University Canterbury New Zealand Tel 64-3-325- 2811 Fax 64-3-325-3847 cohend@ 2 Corresponding Author Commerce Division PO Box 84 Lincoln University Canterbury New Zealand Tel 64-3-325-2811 Fax 64-3-325-3847 ganc1@ 3 Department of Accounting and Finance Faculty of Business and Economics Monash University Victoria 3800 Australia Tel 61-3-9905-5178 Fax 61-3-9905-5475 Email 4 Standard and Chartered Bank Kuala Lumpur Malaysia Email mcc9999@ Commerce Division Discussion Paper No. 109 CUSTOMER SATISFACTION A STUDY OF BANK CUSTOMER RETENTION IN NEW ZEALAND David Cohen Christopher Gan Hua Hwa Au Yong and Esther Choong March 2006 Commerce Division PO Box 84 Lincoln University CANTERBURY Telephone No 64 3 325 2811 extn 8155 Fax No 64 3 325 3847 E-mail ganc1@ ISSN 1174-5045 ISBN .