According to a survey conducted by Statista among more than 50,000 consumers across 34 markets worldwide, consumers in general were satisfied with the customer services offered by their banks. According to the respondents, customer service was the third most important aspect of banking. The global customer service satisfaction rating stood at **** out of five, with Indonesia scoring highest at approximately *** index points. More in-depth information can be found in the 2025 global bank customer satisfaction survey

Banks employ various strategies to attract and retain their customer base, such as cheap overdrafts, in-credit interest and no withdrawal charges. While the number of new and active customers can be easily observed, customer satisfaction is trickier. Knowing how customers feel about the service received can help banks adjust to the dynamics of an increasingly competitive market. Customer satisfaction for leading banks in the UK According to the Which? customer satisfaction survey, as of November 2024, three digital banks, First Direct, Monzo Bank, and Starling Bank had the highest customer satisfaction score. According to the survey, 83 percent of these banks' customers were satisfied with the banks' services and products, and willing to recommend them to their friends. Investment in selected European countries Among the services that aim at making banking more customer-oriented and effortless is the current account switch service (CASS). CASS allows customers to change their bank account hassle-free, redirecting transactions and transferring payment arrangements. As of the second quarter of 2024, nine out of 20 banks observed increased their customer base following the CASS process. The highest gain-to-loss ratios were recorded by Danske Bank and Santander, gaining respectively 5.29 and 3.27 times more new customers than the ones lost to other banks.

According to a survey conducted by Statista among more than 50,000 consumers across 34 markets worldwide, bank customers in general were satisfied with their banks in 2025. Based on a rating's system of one being very dissatisfied and five being very satisfied, the global average satisfaction score was just below *, a slight decrease from the previous year's findings. Thailand and South Africa had the highest satisfaction scores, with **** and ****, respectively. More in-depth information can be found in the 2025 global bank customer satisfaction survey

According to a survey conducted by Statista among more than 50,000 bank customers across 34 markets worldwide, the most important factor when thinking about their bank was *****. Digital services ranked second, followed by customer service. More in-depth information can be found in the 2025 global bank customer satisfaction survey

*********** received the highest customer satisfaction score among the largest banks in the United States as of 2024, with a score reaching *** points out of 1,000. JPMorgan Chase, the largest U.S. bank, ranked second, and TD Bank and U.S. Bank followed, both above the industry average. Wells Fargo, Bank of America, and Citigroup received the lowest scores. Most important factors for bank customers worldwide According to a survey conducted by Statista among more than ****** bank customers across ** nations worldwide, trust is the most important factor when customers think about their banks. More than half of all respondents highlighted trust as the most important factor. Banks seem to understand this and put focus on increasing their trustworthiness, which can be seen by the high level of customer satisfaction with the trustworthiness of their banks. More in-depth information can be found Statista's global bank customer satisfaction survey. Largest banks in the U.S. There are several aspects to consider when determining the largest banks in the United States, but JPMorgan Chase consistently stands out as a leader. Across key financial metrics, such assets, market capitalization, market share, deposits, revenue, and net income, JPMorgan Chase tops the list. CET1 ratio and total capital ratio seem to be two of the few key performance indicators where JPMorgan Chase did not rank first in 2024.

Abstract

The Country Opinion Survey in Dominica, Grenada, St. Lucia, and St. Vincent and the Grenadines assists the World Bank Group (WBG) in gaining a better understanding of how stakeholders in Dominica, Grenada, St. Lucia, and St. Vincent and the Grenadines perceive the WBG. It provides the WBG with systematic feedback from national and local governments, multilateral/bilateral agencies, media, academia, the private sector, and civil society in Dominica, Grenada, St. Lucia, and St. Vincent and the Grenadines on 1) their views regarding the general environment in Dominica, Grenada, St. Lucia, and St. Vincent and the Grenadines; 2) their overall attitudes toward the WBG in Dominica, Grenada, St. Lucia, and St. Vincent and the Grenadines; 3) overall impressions of the WBG’s effectiveness and results, knowledge work and activities, and communication and information sharing in Dominica, Grenada, St. Lucia, and St. Vincent and the Grenadines; and 4) their perceptions of the WBG’s future role in Dominica, Grenada, St. Lucia, and St. Vincent and the Grenadines.

Geographic coverage

National.

Analysis unit

Stakeholder

Universe

Opinion leaders from national and local governments, multilateral/bilateral agencies, media, academia, the private sector, and civil society.

Kind of data

Sample survey data [ssd]

Sampling procedure

From February to May 2021, 576 stakeholders of the WBG in four OECS countries were invited to provide their opinions on the WBG’s work in their respective countries by participating in a Country Opinion Survey. In each country, participants were drawn from the Office of the President, Prime Minister/Minister; office of a parliamentarian; ministries, ministerial departments, or implementation agencies; project management units (PMUs) overseeing implementation of WBG projects; consultants/contractors working on WBG-supported projects/programs; local governments; independent government institutions; the judicial system; state-owned enterprises; bilateral and multilateral agencies; private sector organizations; the financial sector/private banks; private foundations; NGOs and community based organizations; trade unions; faith-based groups; youth groups; academia/research institutes/think tanks; the media; and other organizations.

Mode of data collection

Other [oth]

Research instrument

The instrument:

Response rate

29%

According to a survey conducted by Statista, the top four banks among the largest banks in Europe with the highest average customer satisfaction score came from the United Kingdom. HSBC UK and lloyds Bank received the highest satisfaction score from domestic customers, with an average customer satisfaction score of **** each, followed by NatWest and Barclays, with scores of **** and ****, respectively. The banks included in this ranking are the largest banks in Europe in terms of total assets.

CSI: Eating Out Expense Plan: Male data was reported at 92.000 Point in Jul 2018. This records a decrease from the previous number of 93.000 Point for Jun 2018. CSI: Eating Out Expense Plan: Male data is updated monthly, averaging 91.000 Point from Jul 2008 (Median) to Jul 2018, with 121 observations. The data reached an all-time high of 97.000 Point in Dec 2010 and a record low of 65.000 Point in Dec 2008. CSI: Eating Out Expense Plan: Male data remains active status in CEIC and is reported by The Bank of Korea. The data is categorized under Global Database’s Korea – Table KR.H030: Consumer Survey Index: The Bank of Korea: Consumer Sentiment Index.

Abstract

The client survey is designed to collect, measure and assess the views of World Bank clients about the quality of the Bank's assistance, in terms of the importance of the Bank's various activities to them, and the Bank's effectiveness in those areas. The survey uses a mail-in questionnaire, covering the Bank's overall contribution and support to development, Bank officials' interactions with clients, various aspects of project design and implementation, and non-lending services. The questionnaire may be custom-tailored to gather needed country-specific information. Optional sections may be added to ask about the role of the Bank's country office, how well the Bank works with others, and the Bank's role in donor coordination and mobilization of resources. Interviews are also conducted with a small number of key clients and partners to provide qualitative inputs to complement the quantitative surveys.

Universe

(1) Senior government officials; (2) Implementing agency and ministerial staff (National) ; (3) private sector representative; (4) civil society representatives; and (5) representatives of bilateral and multilateral donors active in the country (6) Implementing agency and ministerial staff (Local)

Kind of data

Sample survey data [ssd]

Sampling procedure

Multi-stage stratified random sample 104 Individuals

Mode of data collection

Mail Questionnaire [mail]

Cleaning operations

Data collected is computed and analyzed with SPSS. Descriptive analysis (mean and standard deviation) is used to measure importance and the effectiveness the Bank, and to measure the distribution of the respondents. Data cleaning is done during the data entry stage and/or during analyzes of the data.

Abstract

In an environment where the Bank must demonstrate its impact and value, it is critical that the institution collects and tracks empirical data on how its work is perceived by clients, partners and other stakeholders in our client countries.

The Country Opinion Survey Program was scaled up in order to: - Annually assess perceptions of the World Bank among key stakeholders in a representative sample of client countries; - Track these opinions over time, representative of: regions, stakeholders, country lending levels, country income/size levels, etc. - Inform strategy and decision making: apply findings to challenges to ensure real time response at several levels: corporate, regional, country - Obtain systematic feedback from stakeholders regarding: • The general environment in their country; • Value of the World Bank in their country; • World Bank's presence (work, relationships, etc.); • World Bank's future role in their country. - Create a feedback loop that allows data to be shared with stakeholders.

Geographic coverage

The data from the 29 country surveys were combined in this review. Although individual countries are not specified, each country was designated as part of a particular region: Africa (AFR), East Asia (EAP), Europe/Central Asia (ECA), Latin America (LAC), Middle East/North Africa (MNA), and South Asia (SAR).

Analysis unit

Client Country

Kind of data

Sample survey data [ssd]

Sampling procedure

In FY 2012 (July 2011 to July 1, 2012), 15,029 stakeholders of the World Bank in 29 different countries were invited to provide their opinions on the Bank's assistance to the country by participating in a country survey. Participants in these surveys were drawn from among senior government officials (from the office of the Prime Minister, President, Minister, Parliamentarian; i.e., elected officials), staff of ministries (employees of ministries, ministerial departments, or implementation agencies, and government officials; i.e., non-elected government officials, and those attached to agencies implementing Bank-supported projects), consultants/contractors working on World Bank-supported projects/programs; project management units (PMUs) overseeing implementation of a project; local government officials or staff, bilateral and multilateral agency staff, private sector organizations, private foundations; the financial sector/private banks; non-government organizations (NGOs, including CBOs), the media, independent government institutions (e.g., regulatory agencies, central banks), trade unions, faith-based groups, members of academia or research institutes, and members of the judiciary.

Mode of data collection

Mail Questionnaire [mail]

Research instrument

The Questionnaire consists of the following sections:

A. General Issues facing a country: Respondents were asked to indicate whether the country is headed in the right direction, what they thought were the top three most important development priorities, and which areas would contribute most to reducing poverty and generating economic growth in the country.

B. Overall Attitudes toward the World Bank: Respondents were asked to rate their familiarity with the World Bank, the Bank's effectiveness in the country, the extent to which the Bank meets the country's needs for knowledge services and financial instruments, and the extent to which the Bank should seek or does seek to influence the global development agenda. Respondents were also asked to rate their agreement with various statements regarding the Bank's work and the extent to which the Bank is an effective development partner. Furthermore, respondents were asked to indicate the sectoral areas on which it would be most productive for the Bank to focus its resources, the Bank's greatest values and greatest weaknesses in its work, the most and least effective instruments in helping to reduce poverty in the country, with which groups the Bank should collaborate more, and to what reasons respondents attributed failed or slow reform efforts.

C. World Bank Effectiveness and Results: Respondents were asked to rate the extent to which the Bank's work helps achieve sustainable development results in the country, and the Bank's level of effectiveness across thirty-five development areas, such as economic growth, public sector governance, basic infrastructure, social protection, and others.

D. The World Bank's Knowledge: Respondents were asked to indicate the areas on which the Bank should focus its research efforts, and to rate the effectiveness and quality of the Bank's knowledge/research, including how significant of a contribution it makes to development results, its technical quality, and the Bank's effectiveness at providing linkage to non-Bank expertise.

E. Working with the World Bank: Respondents were asked to rate their level of agreement with a series of statements regarding working with the Bank, such as the World Bank's "Safeguard Policy" requirements being reasonable, the Bank imposing reasonable conditions on its lending, disbursing funds promptly, and increasing the country's institutional capacity.

F. The Future Role of the World Bank in the country: Respondents were asked to rate how significant a role the Bank should play in the country's development in the near future, and to indicate what the Bank should do to make itself of greater value in the country.

G. Communication and Information Sharing: Respondents were asked to indicate where they get information about economic and social development issues, how they prefer to receive information from the Bank, their access to the Internet, and their usage and evaluation of the Bank's websites. Respondents were asked about their awareness of the Bank's Access to Information policy, past information requests from the Bank, and their level of agreement that they use more data from the World Bank as a result of the Bank's Open Data policy. Respondents were also asked to indicate their level of agreement that they know how to find information from the Bank and that the Bank is responsive to information requests.

H. Background Information: Respondents were asked to indicate their current position, specialization, whether they professionally collaborate with the World Bank, their exposure to the Bank in the country, and their geographic location.

Response rate

A total of 7,142 stakeholders (48% response rate) participated and are part of this review.

CSI: Domestic Economic Situation: Male data was reported at 61.000 Point in Nov 2018. This records a decrease from the previous number of 67.000 Point for Oct 2018. CSI: Domestic Economic Situation: Male data is updated monthly, averaging 76.000 Point from Jul 2008 (Median) to Nov 2018, with 125 observations. The data reached an all-time high of 119.000 Point in Oct 2009 and a record low of 25.000 Point in Dec 2008. CSI: Domestic Economic Situation: Male data remains active status in CEIC and is reported by The Bank of Korea. The data is categorized under Global Database’s South Korea – Table KR.H030: Consumer Survey Index: The Bank of Korea: Consumer Sentiment Index.

In recent years, with the continuous improvement of the financial system and the rapid development of the banking industry, the competition of the banking industry itself has intensified. At the same time, with the rapid development of information technology and Internet technology, customers’ choice of financial products is becoming more and more diversified, and customers’ dependence and loyalty to banking institutions is becoming less and less, and the problem of customer churn in commercial banks is becoming more and more prominent. How to predict customer behavior and retain existing customers has become a major challenge for banks to solve. Therefore, this study takes a bank’s business data on Kaggle platform as the research object, uses multiple sampling methods to compare the data for balancing, constructs a bank customer churn prediction model for churn identification by GA-XGBoost, and conducts interpretability analysis on the GA-XGBoost model to provide decision support and suggestions for the banking industry to prevent customer churn. The results show that: (1) The applied SMOTEENN is more effective than SMOTE and ADASYN in dealing with the imbalance of banking data. (2) The F1 and AUC values of the model improved and optimized by XGBoost using genetic algorithm can reach 90% and 99%, respectively, which are optimal compared to other six machine learning models. The GA-XGBoost classifier was identified as the best solution for the customer churn problem. (3) Using Shapley values, we explain how each feature affects the model results, and analyze the features that have a high impact on the model prediction, such as the total number of transactions in the past year, the amount of transactions in the past year, the number of products owned by customers, and the total sales balance. The contribution of this paper is mainly in two aspects: (1) this study can provide useful information from the black box model based on the accurate identification of churned customers, which can provide reference for commercial banks to improve their service quality and retain customers; (2) it can provide reference for customer churn early warning models of other related industries, which can help the banking industry to maintain customer stability, maintain market position and reduce corporate losses.

Abstract

The 2017 Global FICP Survey tracks the prevalence of key policy, legal, regulatory, and supervisory efforts to advance financial inclusion and financial consumer protection, including: national financial inclusion strategies, nonbank e-money issuers, agent-based delivery models, simplified customer due diligence, legal frameworks and institutional arrangements for financial consumer protection, disclosure and transparency, fair treatment of consumers, dispute resolution, and financial capability. Financial sector authorities in 124 jurisdictions responded to the 2017 Global FICP Survey. The survey covers regulated financial service providers offering retail credit, deposit, and/or payment products and services. The reporting period was from November 2016 to June 2017.

Geographic coverage

The 2017 Global FICP Survey includes responses from 124 jurisdictions, representing 141 economies and over 90 percent of the world’s unbanked adult population.

Analysis unit

• Jurisdiction as defined by the remit of a financial sector authority.
• Country

Universe

Surveys were sent primarily to central banks and other lead financial sector authorities, and respondents were asked to consult with relevant agencies and submit a joint response.

Kind of data

Event/Transaction data [evn]

Mode of data collection

Internet [int]

Research instrument

The 2017 questionnaire covers selected issues within the following subtopics: - National Financial Inclusion Strategies (NFIS), - regulation and supervision of providers relevant to financial inclusion, - risk-based anti-money laundering and combating finnancing of terrorism (AML/CFT), - institutional and supervisory arrangements for financial consumer protection, - disclosure and transparency, - fair treatment, - dispute resolution, and financial capability.

The survey was conducted in English.

CSI: Domestic Economic Situation: 3-4 Million Won data was reported at 78.000 Point in Jul 2018. This records a decrease from the previous number of 87.000 Point for Jun 2018. CSI: Domestic Economic Situation: 3-4 Million Won data is updated monthly, averaging 78.000 Point from Jul 2008 (Median) to Jul 2018, with 121 observations. The data reached an all-time high of 116.000 Point in Oct 2009 and a record low of 26.000 Point in Dec 2008. CSI: Domestic Economic Situation: 3-4 Million Won data remains active status in CEIC and is reported by The Bank of Korea. The data is categorized under Global Database’s Korea – Table KR.H030: Consumer Survey Index: The Bank of Korea: Consumer Sentiment Index.

According to a survey conducted by Statista among more than ****** consumers across ** markets worldwide, consumers in general were very satisfied with the digital services offered by their banks. Customers were asked to rate their level of satisfaction with the digital services of their bank on the scale of * - very dissatisfied to * - very satisfied. The global customer satisfaction rating stood at ****, with South Africa, Brazil, and Poland scoring highest. More in-depth information can be found in the 2025 global bank customer satisfaction survey

Abstract

The survey was commissioned by the World Bank and it is aligned with the objectives of the World Bank's (WB) Global Program on Consumer Protection and Financial literacy that was launched in 2010. The aim of the WB program is to help targeted countries achieve better consumer protection in financial services. The WB initiative has targeted both public and private sector agencies, and has sponsored comprehensive research projects with the objective of finding the best solutions for each individual country/region. The survey focuses on financial services such as banking, insurance, microfinance in terms of credit, savings and payment systems, and was designed to identify the level of financial awareness and familiarity with financial services providers in the West Bank and Gaza. The survey also tried to identify appropriate methods for expanding consumer education and strengthening consumer rights in the West Bank and Gaza.

It is expected that the survey will support the objectives outlined by the Word Bank's Financial Governance/Consumer Protection in Financial Services Program. A major objective of this survey is to provide regional data for the World Bank's multi-national database. Thus, the inherent strengths of this initiative is that it will allow regional stakeholders the opportunity to draw upon both local and international data. Local, international, small and large-scale strategies can then be formulated by comparing the diagnostic reviews of local data to that of other survey countries. By learning from the successes and failures of other survey countries, more effective mechanisms for the improvement of consumer protection and financial literacy in the West Bank and Gaza can be established.

Geographic coverage

National

Analysis unit

Household, individual

Universe

The target population is comprised of all Palestinians of the age group 18 - 65 years old residing in the territories of the West Bank and Gaza.

Kind of data

Sample survey data [ssd]

Sampling procedure

The survey collected data from 2022 Palestinians in the West Bank and Gaza. The sample distribution was 66.8% West Bank and 33.2% Gaza Strip.

Sampling Frame

The sampling frame included all geographical locations in which the target population resides. The sampling frame was used to select the sample of locations for the survey. It also included the type of localities (urban, rural and refugee camps) and population size in each location. This information was taken into consideration in designing the survey sample.

The following table provides the distribution of Palestinian households by governorates according to data available on the Census of 2007:

Sampling Frame according to Number of Households:

Governorate Total Number of Households West Bank: Jenin 47,437 Tubas 9,004 Tulkarem 29,938 Nablus 59,663 Qalqilia 16,483 Salfit 11,103 Ramallah Al Bireh 52,834 Jericho 7,615 Jerusalem 70,434 Bethlehem 32,667 Hebron 89,919 Subtotal 427,097

Gaza Strip: North Gaza 40,262 Gaza 76,810 Deir Al Balah 32,083 Khan Yonis 43,203 Rafah 26,863 Subtotal 219,221

Total 646,318

The following table shows the distribution of Palestinian households according to type of locality:

Sampling Frame according to Type of Locality Type of Locality Number of Households

Urban 472,736 Rural 113,386 Refugee Camps 60,196

Total 646,318

The frame was divided into strata depending on the homogeneity of the divided parts as follows: A) Governorates: 16 in the West Bank and Gaza. B) The type of locality: city, village and refugee camp.

Sample Design and Type

Three Stage Stratified Cluster Sample of 2022 persons (2022 households). The sample design was as follows: 1. Stage one: selection a sample of 60 representative localities covering all strata. 2. Stage two: selection a random sample of Palestinian households from each location selected in the first stage. 3. Stage three: random selection of one person from each household using Kish table within the age group of 18 years old and above. Half of the sample will be male and half is female respondents.

Sample Size The sample size was 2022 persons from all Palestinian territories aged 18 years and above. Main regions covered by the sample are: the West Bank (excluding Ramallah), Ramallah and Gaza Strip. The sample was distributed as follows:

Region / # of Households

Ramallah and Al Bireh 350 West Bank 1000 Gaza Strip 672 Total 2022

The margin of error in the main key variables is approximately 2.5% on the entire sample size and it should be bigger in the detailed domains.

Sample Representation:

The researchers ensured that the sample is representative of the following during the field work:

1) Geographical representation: the sample distribution covers all governorates of the West Bank (including Jerusalem) and Gaza strip, thus provides a comprehensive geographical representation. 2) Economic Activity: in general, Ramallah and Al Bireh governorate is considered the economic and commercial center and thus was given a higher weight in the sample compared to the rest of the localities. 3) Economic Sectors: the sample covered different economical sectors such as employees of industrial, services and commercial sectors (usually in the main cities), workers in the agricultural sector (rural areas) and workers in the informal sector (mostly in Gaza). 4) Poverty levels: the sample covers poor localities as provided by statistics. In general, Gaza is considered poorer than the West Bank. Also, refugee camps and some localities particularly in North West Bank are considered poorer than the rest of localities and the above sample distribution provides coverage of such localities. 5) Age Groups: the sample covered all age groups above the age of 18. The reason behind selecting the starting age to be 18 is the fact that it is within this age that an individual is expected to become involved with financial transactions and thus will be dealing with financial services. 6) Gender: the sample was gender balanced; half of the respondents were males and half were females. This corresponds with the gender distribution of the Palestinian Territories. 7) Infrastructure: the sample covered central and remote localities to guarantee representation of poor versus good infrastructure and availability of services including financial services.

Mode of data collection

Face-to-face [f2f]

Research instrument

A standard questionnaire was previously developed by the World Bank and was adapted to the Palestinian context by Riyada Consulting. The questionnaire was also shared with local stakeholders such as the Palestinian Monetary Authority, USAID and other departments of the World Bank.

Abstract

The overall purpose of Client Feedback Surveys is to enable the Bank to obtain systematic feedback from its clients with the idea of enhancing its responsiveness and improving its capacity to get results in the field. The objective is to assess where the Bank stands today with its clients: this entails measuring client's reactions to the services being delivered, tracking attitudes quantitatively over time in a consistent manner, and benchmarking clients' responses with competitors.

Geographic coverage

National

Universe

The survey covers (1)Senior Civil Servants in Central Ministries and Parlementarians; (2) Representatives of Implementing Agencies; (3) Other donors and financial partners; (4) Private sector organizations; (5) Civil Society : NGOs, professional associations, religious leaders, affected parties, etc.)

Kind of data

Sample survey data [ssd]

Sampling procedure

Multi-stage stratified random sample 87 Individuals

Mode of data collection

Face-to-face [f2f]

Cleaning operations

Data collected is computed and analyzed with SPSS. Descriptive analysis (mean and standard deviation) is used to measure importance and the effectiveness the Bank, and to measure the distribution of the respondents.

South Korea Consumer Sentiment Index (CSI) data was reported at 93.800 Point in Apr 2025. This records an increase from the previous number of 93.400 Point for Mar 2025. South Korea Consumer Sentiment Index (CSI) data is updated monthly, averaging 101.600 Point from Jul 2008 (Median) to Apr 2025, with 202 observations. The data reached an all-time high of 122.100 Point in Oct 2009 and a record low of 69.200 Point in Dec 2008. South Korea Consumer Sentiment Index (CSI) data remains active status in CEIC and is reported by The Bank of Korea. The data is categorized under Global Database’s South Korea – Table KR.H047: Consumer Survey Index: The Bank of Korea: Consumer Sentiment Index. [COVID-19-IMPACT]

Customer satisfaction with primary banks in Spain remained relatively stable between 2019 and 2025. According to Statista's Consumer Insights, the share of bank account holders who were satisfied with their primary banks was ** percent in the first quarter of 2025, *****percentage points higher than a year ago. Though satisfaction did not decrease, the share of customers willing to change primary banks rose during the same period.

Using structural equation modeling with a sample of 540 retail bank customers, the study reveals significant direct and indirect effects of service quality and CRM on customer satisfaction and loyalty in the presence and absence of the control variables. Notably, the inclusion of CSR associations as a moderator does not yield significant direct or indirect effects. These findings underscore the importance of prioritizing service quality and CRM enhancement in the retail banking sector while strategically leveraging CSR initiatives. In a conflict-ridden context, understanding the complex interplay of these factors is crucial for fostering customer loyalty and trust. ------- Customer relationship management was measured using the following items: CRM1, CRM2, CRM3, CRM4, CRM5. Service quality was measured using 5 items: ServQ1, ServQ2, ServQ3, ServQ4, ServQ5. Customer satisfaction was measured using the 5 items: Satisfaction1, Satisfaction2, Satisfaction3, Satisfaction4, Satisfaction5. Customer loyalty was measured using the 5 items: Loyalty1, Loyalty2, Loyalty3, Loyalty4, Loyalty5. CSR associations were measured using the 4 items: CSR_Ass1, CSR_Ass2, CSR_Ass3, CSR_Ass4. The following represents the interaction terms: CSR_Association X Service_Quality CSR_Association X Customer_Satisfaction CSR_Association X CRM