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On the basis of empirical research carried out in the retail banking market, this paper proposes a structural equations model enabling us to reach the conclusions that satisfaction together with personal switching costs are antecedents leading directly to customer loyalty, with the former exerting the greatest influence; and perceived quality is a consequence of satisfaction. At the same time, the paper shows that the degree of elaboration in the bank selection process does not have a moderating influence on the causal relationships between satisfaction/switching costs and customer loyalty.

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INTRODUCTIONPrior to the 1960s, social solidarity was something undertaken mainly by religious institutions, families and the policies of the Welfare State. By the 1970s during periods of economic recession, there was some criticism of the limitations of the Welfare State pointing out the need to re-establish the traditional mechanisms of social solidarity. In fact, in some developed Anglo-Saxon societies, the term 'the third sector' was coined, meaning the discovery and relative importance of a sphere of social action, between the private and public fields, identified by many as nonprofit organisations and social volunteer organisations.In Spain, the setting for this research, the appearance and consequent spread of the third sector has taken place in the last 20 years. During this time, there has been a significant increase both in the number of nonprofit organisations, mainly ecological or charitable, and in the number of volunteers. So, in agreement with Renes et al.,1 it can be said that the volunteer force and the nonprofit organisations are not a residual