Conceptual framework development for customer loyalty in Malaysian commercial banking industry Osman Zahir Faculty of Business Management & Globalization, Limkokwing University of Creative Technology, Inovasi 1–1, Jalan Teknokrat 1/1, Cyber 3, 63300, Cyberjaya, Malaysia Online published on 13 February, 2014. Abstract Customer loyalty refers to a commitment of current customer in respect to a particular store, brand and service provider, when there are other alternatives that the current customer can choose for. The ability to understand the determinants of customer loyalty is vital since it will lead to the higher profitability of the business. The purpose of this research is to develop a conceptual framework for bank customer loyalty in Malaysia based on previous studies. The study has found five factors that influence customer loyalty mainly are service quality, customer satisfaction, customer trust, bank image and corporate social responsibility. This study provides additional knowledge and approach into the factors influencing customer loyalty in Malaysian banking industry. Top Keywords Service quality, satisfaction, trust, image, corporate social responsibility, loyalty. Top |