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The primary goal of the study is to diagnose satisfaction and loyalty drivers in Polish retail banking sector. The problem is approached with Customer Satisfaction Index (CSI) models, which were developed for national satisfaction studies in the United States and European countries. These are multiequation path models with latent variables. The data come from a survey on Poles' usage and attitude towards retail banks, conducted quarterly on a representative sample. The model used in the studydoi:10.24425/cejeme.2009.122224 fatcat:6n5f7ff7cjdddkpt4qq7jten4u