Customer service still seen as the main determinant of customer loyalty.

• Position: Marketing News - Brief article

While nearly 22 percent of consumers hold banks responsible for current economic conditions, this attitude does not have an impact on customer loyalty, according to a recent survey of 5,000 customers done by a relationship management company.

"The survey, conducted by Convergys, Cincinnati, Ohio, shows that the important factor driving loyalty is good customer service. Nearly half of customers' loyalty to their primary bank is driven by two service-related factors: bank employees and issue resolution.

Resolving customer issues the first...