Artikel
Customer Satisfaction in Private Banking
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.
- Language
-
Englisch
- Bibliographic citation
-
Journal: Credit and Capital Markets – Kredit und Kapital ; ISSN: 2199-1235 ; Volume: 47 ; Year: 2014 ; Issue: 3 ; Pages: 485-520
- Classification
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Wirtschaft
Banks; Depository Institutions; Micro Finance Institutions; Mortgages
Marketing
- Subject
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Private Banking
Private Wealth Management
Customer Satisfaction
Partial Least Squares
- Event
-
Geistige Schöpfung
- (who)
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Seiler, Volker
Rudolf, Markus
- Event
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Veröffentlichung
- (who)
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Duncker & Humblot
- (where)
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Berlin
- (when)
-
2014
- DOI
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doi:10.3790/ccm.47.3.485
- Last update
-
10.03.2025, 11:44 AM CET
Data provider
This object is provided by:
ZBW - Deutsche Zentralbibliothek für Wirtschaftswissenschaften - Leibniz-Informationszentrum Wirtschaft. If you have any questions about the object, please contact the data provider.
ZBW - Deutsche Zentralbibliothek für Wirtschaftswissenschaften - Leibniz-Informationszentrum Wirtschaft. If you have any questions about the object, please contact the data provider.
Object type
- Artikel
Associated
- Seiler, Volker
- Rudolf, Markus
- Duncker & Humblot
Time of origin
- 2014
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