Customer Satisfaction in Private Banking
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Customer Satisfaction in Private Banking
Seiler, Volker | Rudolf, Markus
Credit and Capital Markets – Kredit und Kapital, Vol. 47 (2014), Iss. 3 : pp. 485–520
2 Citations (CrossRef)
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Dr. Volker Seiler, University of Paderborn, Chair of International Economics & Macroeconomics, Warburger Str. 100, 33098 Paderborn.
Prof. Dr. Markus Rudolf, WHU – Otto Beisheim School of Management, Allianz Endowed Chair of Finance, Burgplatz 2, 56179 Vallendar.
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https://doi.org/10.1007/s12126-020-09388-5 [Citations: 0] -
New perspective on customer orientation of service employees: a conceptual framework
Morales Mediano, Javier | Ruiz-Alba, José L.The Service Industries Journal, Vol. 39 (2019), Iss. 13-14 P.966
https://doi.org/10.1080/02642069.2018.1455830 [Citations: 11]
Abstract
The paper at hand presents a customer satisfaction model for the private banking industry. We empirically assess the postulated model with the help of partial least squares (PLS) and use formative measurement models for the predictors of customer satisfaction and customer loyalty. The results of the structural model show good quality of the overall model. Customer satisfaction in the private banking industry is mainly determined by service value and the relationship manager. In addition, the relationship manager is an essential predictor of customer loyalty and relationship quality.
Table of Contents
| Section Title | Page | Action | Price |
|---|---|---|---|
| Volker Seiler / Markus Rudolf: Customer Satisfaction in Private Banking | 1 |