An empirical investigation of customer satisfaction and loyalty across two divergent bank segments

Customer satisfaction is an important indicator for customer loyalty, and numerous studies have identified the benefits that customer loyalty delivers to an organisation. Nevertheless, research also suggests that satisfied customers still defect. This study investigated the relationship between customer satisfaction and loyalty intentions within the Australian banking industry for two distinct customer segments, retirees and university students. Results indicate no significant difference in the satisfaction levels of either group; however, there were differences with respect to two of the five behavioural intentions dimensions: loyalty and switch. Satisfaction was found to have a significant impact on three of the five behavioural intentions dimensions: loyalty, pay more and external response, suggesting that management should initiate service policies aimed at securing improvements in customer satisfaction. However, there are also other constructs at work aside from satisfaction in determining future behavioural intentions.     

The effect of mergers on credit union performance

The motivation for mergers in the credit union industry differs from the commercial bank industry due to the lack of residual claimants to benefit from wealth gains. In the cooperative ownership environment of credit unions, the owners/members gain utility via the rates offered for loans and deposits. Credit union regulators also gain utility when mergers remove risky credit unions from the industry. We measure these utility gains using the event study method of Bauer [Bauer, K., 2008. Detecting abnormal credit union performance. Journal of Banking and Finance 32, 573–586] employing quadrant tests based on a multivariate test of equality of centroids. We find gains to the owners/members of the target credit union and to the regulators but not to the acquiring firm. We posit that the acquiring credit unions may encounter regulatory pressure to merge. In addition, the owners/members of the acquiring firm may avoid potential disutility in the cooperative insurance environment were the target firm allowed to fail.     

Customer satisfaction and the cost of capital

Using a sample of U.S. firms from 1995 through 2015 and the customer satisfaction scores from the American Customer Satisfaction Index, we find strong evidence that firms with higher customer satisfaction scores enjoy lower cost of equity capital, even after controlling for other factors that determine the cost of equity. In addition, results from a propensity score matched sample analysis, a difference-in-differences analysis, and instrumental variable regressions suggest that our findings are robust to accounting for endogeneity. We also document that customer satisfaction is positively related to investor recognition and financial report quality. The effect of customer satisfaction on the cost of equity increases with the level of information asymmetry, consistent with customer satisfaction mitigating information asymmetry. Overall, our findings suggest that customer satisfaction lowers a firm’s risk and significantly attenuates its financing costs.

     

Satisfaction drivers for Internet service technology among stock brokerage customers in Thailand

Many financial services firms are offering the Internet as a self-service technology (SST), for online stock trading, in an effort to increase effciency and give customers greater access. It is important to understand how this technology will influence customer satisfaction. This paper reports results of exploratory research to identify sources of customer satisfaction and dissatisfaction with the service encounter in Thai stockbrokerage firms. Results show that customers and service providers determine sources of customer dis/satisfaction differently, depending on whether the service encounter is technology-based or interpersonal. Different customer profiles give rise to segmentation in response to the use of Internet technology in this industry.     

Die Zufriedenheit von Versicherungsvertretern als unternehmerische Zielgröße

This paper deals with the Job satisfaction of exclusive agents focusing on its connection with customer loyalty. Although a relationship between these two components is quite feasible, there is a lack of explicit research eviden-ce. Therefore the study examines the direct and indirect relationships between the two components differentiated. First of all, it is examined, why and how exclusive agents contribute to competitive advantages of an insurance Company. Additionally, the determinants of customer loyalty in the insurance industry and the dimensions of exclusive agents job satisfaction are worked out. On this basis, a framework is proposed which integrates approaches from organizational psychology and marketing to job/dealer satisfaction as well as to customer loyalty. The empirical results of a study measuring exclusive agent job satisfaction complete the findings of the analysis, which provide evidence that exclusive agent satisfaction and customer loyalty have to be regarded as complementary aims of an insurance Company due to the certain interactions between them. Lastly, management implications are shown.     

我国保险公司诚信体系建设的博弈分析

我国保险业处于诚信严重缺失的状况,解决诚信问题需要把握保险公司的经营目标。本文从博弈论的视角分析了保险市场中竞争状况和由于竞争导致诚信缺失的原因。现阶段保险公司亟需监管部门给予有效指引,使竞争机制能够对保险业诚信产生有利导向。我国可以通过建立顾客满意度测评体系、完善保险公司投诉制度、加强保险公司诚信监管等手段来促进我国保险公司诚信体系的建设。     

Labor unions, bargaining power and corporate bond yield spreads: Structural credit model perspectives

This study investigates labor union effects on bond yield spreads from perspectives of structural credit models by employing American bond observations from 2001 to 2007. This research finds that union strength significantly and positively relates to bond yield spreads (this effect is roughly equal to that of issuer rating for one standard deviation change when controlling for well-known variables). The empirical results also show that the positive effects become weaker when management has higher bargaining power. Additionally, union strength volatility significantly and negatively relates to bond yield spreads and capital structure (leverage). The above results are robust when controlling for credit ratings, collinearity concerns, industry effect and tax effect.     

Scale Economies in Credit Unions: Accounting for Subsidies Is Important

In 1998, the Credit Union Services Corporation Australia Limited (CUSCAL) recommended that Australian credit unions with assets below $5 million should consider merging with larger credit unions. This industry position is at odds with empirical studies, which find little evidence of increasing returns to scale in credit unions. However, an important bias in previous studies of scale economies in credit unions has been the omission of credit union subsidies. This paper shows that the failure to account for subsidies biases the results toward finding diseconomies of scale. After correcting for the subsidy bias, there is very strong evidence of increasing returns to scale in a sample of New South Wales credit unions, supporting the industry recommendation.     

An investigation of the relationships among consumer satisfaction,loyalty, and market share in Kuwaiti loan services

This study investigates the relationships among customer satisfaction, customer loyalty, and market share in nearly 700 users of Kuwaiti bank loan services. The authors show that the expected positive relationships of satisfaction with market share and of satisfaction with loyalty are not supported in this sector of the banking industry. As expected, however, customer loyalty is shown to be related to market share. It appears that, within this product market, loyalty is not derived from customer satisfaction, but rather is based on other factors such as, for example, price, special deals, or bank–customer relationships. Therefore, market share in Kuwaiti loan services is dependent on banks creating and maintaining a large and loyal customer base.     

RISK MANAGEMENT TECHNIQUES EMPLOYED WITHIN THE U.S. CREDIT UNION INDUSTRY

This paper reports the findings of a national survey regarding the financial management practices of United States credit unions. The US credit union industry is clearly in a period of transition. The study indicates that the way in which credit unions approach financial management may have a decided impact on how successful the industry adjusts to deregulated marketplaces. The research highlights the importance of managed growth through selective product diversification, identification of profitable market niches, and the use of modern risk management techniques.     

The Effects of Customer Satisfaction on Company Profitability: Evidence From the Property and Casualty Insurance Industry

Prior literature presents a positive link between customer satisfaction and firms’ financial outcomes, including greater revenue, profitability, and prices. However, few studies approach the topic of customer satisfaction in the insurance industry. Using a unique data set obtained from J.D. Power, we observe customer satisfaction among U.S. auto insurers and link their customer satisfaction rating to insurer profitability metrics. Our results support the notion that greater customer satisfaction leads to reduced expenses and increased profitability. A potential explanation is that more satisfied customers are more likely to remain with an insurance company and refer others to the insurer, reducing customer acquisition expenses.     

Switching customers from branches to internet: A credit union's journey

This research paper reports how a credit union applied knowledge from the literature to solve a marketing problem. A credit union serves a unique group of customers who may be in the same profession, have the same employer, or simply in the same regional location. The marketing problem is how to switch bank customers from branches to internet for the main reason of reducing transaction costs. The research model comprises the independent factors of customer, transaction, application, and bank; and the dependent variables the number of internet banking transaction, perceived usefulness of internet banking, and willingness to use internet banking measuring different aspects of internet banking. We carried out an on-site survey in different branches of our subject credit union to capture the opinion of customers who rely solely on branches for banking transactions. To our knowledge, this study provides a pioneer internet banking survey in the context of credit unions. The survey results reveal different internet banking facilitators for customers with and without internet bank accounts. For customers with internet bank accounts, application security is the most important facilitator variable for them to continue its use in the future; while promises for continuous improvement can be a prohibitive variable. In order to encourage customers without internet bank accounts to adopt internet banking, the management should focus on strengthening the variables of bank diversified service, bank responsiveness, bank image, and extra online instruction and feedback for complicate internet transactions; and reducing the negative effect of web fun/entertainment. We also found that the variables of proficiency in using computers, application security, and bank image have opposite effects on customers with and without internet bank accounts.     

保险企业文化软实力评价体系构建

从内部文化和外部文化两方面设计保险企业评价指标体系,利用层次分析法确定指标权重,根据模糊综合判断法进行实例分析。结果表明,我国保险企业评价体系可以引入企业文化相关指标,作为企业软实力的评价。保险企业应从以人为本、客户满意、建立良好的外部形象和加强风险文化建设等方面改善企业文化。     

保险企业质量成本管理实证分析

保险业的发展不仅带动了我国经济的进步以及基础建设的稳步前行,同时对稳定居民生活、保障国民的生命和财产安全起着不可替代的作用。在这种形势下,以顾客满意度为导向的质量成本管理对保险业的健康稳定发展意义重大,对保险业质量成本管理进行分析也就非常重要。本文在总结国内外研究基础上,引出了保险业的质量成本管理问题。针对保险业的特殊属性,本文建立了以顾客满意度为导向的质量成本管理模型,构建了保险业质量管理的项目设置及成本核算方式,并选取35家寿险公司作为样本,对保险业的质量成本管理模型进行了验证,并给出了加强保险业质量成本管理的建议。     

Why are some modes of acquisition more profitable? A study of the credit card industry

A key challenge in financial services marketing is attracting good customers to the firm. For most financial services firms, including credit card firms, a good customer is also a profitable customer. Managers would like to use marketing tactics that attract the most profitable customers while closely monitoring and perhaps limiting expenditures on marketing tactics that tend to attract relatively less profitable customers. Therefore, managers need to understand the relative effectiveness of different modes of new account acquisition and the impact that the various modes of acquisition may have on overall account profitability. To date, there have been very few studies that have calculated individual level customer profitability and then investigated the relationship between new customer acquisition source and customer profitability. That is, how do modes of acquisition differ in their ability to attract profitable customers? We answer this question using a proprietary and novel data set from the credit card industry. Of the four modes of acquisition used in this industry, we find that Internet and direct mail efforts generate more profitable customers than telemarketing and direct selling. We provide possible explanations for these findings. Our work adds to the growing literature in customer relationship management and our results have important managerial implications for resource allocation among acquisition strategies.     

基于顾客满意的外包软件质量评估

以QFD思想为指导,从顾客满意角度出发,将顾客的质量需求与顾客满意度相关联,考虑产品质量和服务质量两个方面的顾客需求。构建软件外包质量屋,从而发现软件外包需要关注的质量需求、技术需求以及服务需求,为提升软件外包的产品质量和服务质量提供具体可操作的参考。在顾客需求重要度评判上采用网络分析法ANP,克服各指标间的相关性,提高评价准确性。     

Price satisfaction and personnel efficiency as antecedents of overall satisfaction from consumer credit products and positive word of mouth

The paper aims to explore the potential impact of ‘bank personnel efficiency’ and ‘price satisfaction’ on overall customer satisfaction of consumer credit products and positive word of mouth (WOM). Furthermore it aims to provide bank managers with useful insights into the development of high quality relationships with customers. ‘Personnel efficiency’, is related to the human factor of service quality, while ‘price satisfaction’ refers to the customers’ subjective view of the bank's pricing policy. The research involved a review of the available literature on service quality dimensions and their effect on satisfaction and WOM. For the collection of data, a survey was designed and conducted in the greater area of Athens, Greece. The research questionnaire was administered by means of personal interviews to 750 bank customers. Data analysis, using structural equation modelling, suggests that ‘personnel efficiency’ and ‘price satisfaction’ are antecedents of overall ‘customer satisfaction’, which is a prerequisite for positive ‘word of mouth’.     

From Wall Street to Main Street: The Impact of the Financial Crisis on Consumer Credit Supply

How did the collapse of the asset‐backed securities (ABS) market during the 2007 to 2009 financial crisis affect the supply of credit to the broader economy? Using new data on the U.S. credit union industry, we find that ABS‐related losses are associated with a large contraction in the supply of credit to consumers, especially among those credit unions that began the crisis with weaker capitalization. We also find that this credit supply shock restricted the availability of mortgage and automobile credit. These results show how movements in the prices of financial assets can affect the real economy.     

A statistical analysis of the impact of monetary policy on credit union lending

In this paper, a polynomial distributed lag regression model has been employed to determine the responsiveness of credit union consumer installment lending to changes in monetary policy. Estimation of the model leads to the following conclusions: (a) the model provides an adequate statistical representation of credit union reaction to monetary policy, (b) over time, credit union lending behavior has come to react more quickly to changes in monetary policy, and (c) over time, the degree, or strength, of response of lending behaviour to changes in monetary policy has weakend. The model is also applied to commercial bank consumer installment lending with similar results.     

中国个人消费信贷状况及风险防范研究

随着个人信用消费的不断扩大,消费信贷的比重不断提高,在整个市场个人信用制度不完善的情况下,个人信贷风险凸现,银行个人信贷中的不良资产率上升。本文从中国消费信贷的总量状况出发,对于银行消费信贷内部结构展开探讨,继而分析消费信贷的客户风险、制度风险及法律政策风险,并以此为基础提出了建立个人信用管理制度、充分利用客户信用分析法、逐步试点个人破产制度、建立银行内控体系及风险转嫁渠道以及完善个人消费信贷的相关法律保障等防范措施。