In pursuit of key drivers of customer satisfaction in the SME-bank relationship
2008 (English)In: Proceedings of the 5th International AGSE Entrepreneurship Research Exchange / [ed] L. Murray Gillin, 2008, 671-682 p.Conference paper (Refereed)
In this study we have used ordinal logictics regression to identify key factors affectingcustomer satisfaction. In particular, the aim is to clarify whether SME satisfaction with theirbank is mainly related to core organisational capabilities of banks or if there is a significantrelationship aspect that needs to be covered as well. In this study we found customersatisfaction to be related to organisational as well as to relational factors. Organisationalfactors such as the banks’ ability to provide financing at reasonble conditions and theperceived focus of the banks on their products were found to affect SMEs satisfaction. Onthe relational dimension we found that personal banking relationship and the perceivedfeeling of customers of being able to turn to their bank also in times of difficulties have apositive effect on SMEs satisfaction.
Place, publisher, year, edition, pages
2008. 671-682 p.
Customer satisfaction, SME, Bank, Ordinal logistic regression
IdentifiersURN: urn:nbn:se:kth:diva-82406ISBN: 978-0-9803328-3-4OAI: oai:DiVA.org:kth-82406DiVA: diva2:498214
5th International AGSE Entrepreneurship Research Exchange, AGSE. Swinburne University of Technology, Melbourne, Australia. Feb 5-8, 2008
QC 201205092012-02-112012-02-112012-05-09Bibliographically approved