THE IMPACT OF THE CONSUMERS’ SATISFACTION ON THE
               ECONOMIC EFFICIENCY OF THE BANK


             Andreea Cipriana Muntean, “1 Decembrie 1918” University of Alba Iulia


ABSTRACT: In the present conditions, of temperate development of business at a global scale, the
organizations want to have clear indications that their investment in the satisfaction of the
consumer was worthy and with results. The theoretical base of the operationalization of the relation
between satisfaction and the profitability of the organization is quite restricted, still existing
challenges for understanding this connection. Of course that both the intensity and the nature of
this relation differs from one field to another.

Key words: consumer satisfaction, banking services, consumer behavior, repurchase intentions, economic
efficiency

JEL code: M 31.