Year: 2014
Author: Seiler, Volker, Rudolf, Markus
Credit and Capital Markets – Kredit und Kapital, Vol. 47 (2014), Iss. 3 : pp. 485–520
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.
Journal Article Details
Publisher Name: Global Science Press
Language: English
DOI: https://doi.org/10.3790/ccm.47.3.485
Credit and Capital Markets – Kredit und Kapital, Vol. 47 (2014), Iss. 3 : pp. 485–520
Published online: 2014-09
AMS Subject Headings: Duncker & Humblot
Copyright: COPYRIGHT: © Global Science Press
Pages: 36
Keywords: G21 M31 C3 Private Banking Private Wealth Management Customer Satisfaction Partial Least Squares
Author Details
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| Section Title | Page | Action | Price |
|---|---|---|---|
| Volker Seiler / Markus Rudolf: Customer Satisfaction in Private Banking | 1 |