Antecedents to customer satisfaction with financial services: The moderating effects of the Need to Evaluate |
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Authors: | Håvard Hansen Jo Are Sand |
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Institution: | 1.Department of Business Administration,University of Stavanger,Stavanger,Norway |
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Abstract: | In this study, we examine how the personality trait Need to Evaluate (NES) moderates the effects benevolence, image and service quality have on customer satisfaction. We initially establish a theoretically derived baseline model of causes to customer satisfaction, and then argue how these effects should be moderated by NES. Based on a survey of retail banking customers, the hypothesised effects are tested by means of two-group analysis, and we find that the effects differ dependent of the NES levels of the consumers. The results are then discussed and their implications briefly offered. |
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