Customer satisfaction and dissatisfaction in retail banking: Exploring the asymmetric impact of attribute performances

The paper presents the results of an extensive study on the determinants of customer satisfaction for a retail bank. In doing so, it uses a revised version of the traditional analyses based on derived measures of attribute importance. The need for a revised methodology is prompted by the insights of the two- and three-factor theories of customer satisfaction, such as Kano's framework. Indeed, the evidence from 5000 customers of a prominent Italian bank confirms a non-linear and asymmetric relationship between attribute performances and overall customer satisfaction. The results from both a traditional and our revised approach are compared. While this approach can be applied across different industries, it should not be assumed that the numerical results presented in the paper apply to contexts with substantially different underlying characteristics. General trends and implications for banking services are reported in the conclusions.     

Asset Prices and History: The Case of Austria

Historical events are reflected in asset prices. Looking at Austrian government bond prices traded on the Swiss stock exchange during WWII provides therefore a useful way of interpreting the importance the thousands of people directly and indirectly engaged in stock markets attributed to various war events. An econometric analysis of the relationship between government bond values and events in Austrian history reveals that some generally considered crucial events connected with WWII are clearly reflected in Austrian government bond prices. This holds, in particular for the beginning and the end of the war. The annexation of Austria by Germany in 1938 which seemingly looked as being overwhelmingly and passionately welcomed by the Austrian population negatively affected the evaluation of Austrian government bonds, i.e. it was considered to be to the disadvantage of Austria by the people who put their own personal fortune at risk.     

Induced innovation and land degradation: Results from a bioeconomic model of a village in West Africa

This paper introduces a modeling method which simulates a village's response to population and market pressure. The method combines a recursive and dynamic linear programming model with a biophysical model of soil condition and plant growth that predicts yields and land degradation for different type of land, land use and cropping patterns. The linear programming model simulates farmers' plans aggregated at the village level under constraints of risk aversion, food consumption, land area, soil fertility, soil depth, labor and cash availability. Detailed agroecological factors determine Ihe main processes of land degradation. A large number of technological alternatives, representing different degrees of labor and/or land-saving techniques available in the study areas, are introduced, taking into account their respective constraints, costs and advantages. The method has been calibrated for a village located in the sub-humid region of Burkina Faso. Several simulations are carried out to the Year 2030. The results show that population pressure leads to intensification and investment in land conservation practices out not necessarily to better farm incomes. Increasing market opportunities can play a more positive role in boosting productivity, but for the next decades the best way to increase production per farmer is to let farmers migrate from the high-population-density areas to the low-population-density areas because, under the current economic conditions of most Sahelian countries, intensification per hectare is stil more expensive than the fallow system.     

Are complementary reforms a “luxury” for developing countries?

This paper investigates the impact of complementarity reforms on growth and how it depends on GDP per capita. Based on reform data for six policy areas compiled from various sources during the period 1994–2006 for over 100 countries, we compute composite indicators of reform level and complementarity. We provide qualitative justification for the existence of pair-wise complementarities among policy areas. We then use cross-section and panel data estimates to test the effect of reform level and complementarity on GDP per capita growth. We found reforms to be positively related and their dispersion (or the inverse of complementarity) negatively related to growth, controlling for initial conditions, monetary stability and other structural and institutional variables, as well as endogeneity of reform level and complementarity. We show that the effect of policy complementarity is a stronger condition for sustainable growth in developing than in advanced countries, to conclude that complementary reforms are not a ‘luxury’ for developing countries.