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An Approach to Customer Trust in the Portuguese Banking System

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Academic year: 2021

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Figure  1  -  Index  of  Economic  Feeling  (Euro  Zone and Portugal)
Figure  4  –  Customer  Satisfaction  from  2008 to 2017 (ECSI 2017 – Global Results)   Based  on  Marktest  BASEF  2017  data,  we  may conclude that despite the crisis period,  customer  satisfaction  increased  until  2014,  the  year  of  BES  resoluti
Figure  6  –  Decrease  of  customer  satisfaction,  loyalty  and  trust  during  the  crisis (Own elaboration)

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