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Wahrgenommene Reputation der Genossenschaftsbanken und nachhaltige Zufriedenheit ihrer Mitglieder-Kunden in Deutschland: Implikationen für ein nachhaltiges Bankkundenmanagement

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  • Damberg Svenja

    (Technische Universität Hamburg (TUHH), Institut für Personalwirtschaft & Arbeitsorganisation (W-9), Am Schwarzenberg-Campus 4 (D), 21073 Hamburg Deutschland)

Abstract

In this study, a reputation and customer satisfaction model for cooperative banks is developed and tested to derive implications for cooperative theory and practice. Using a multivariate analysis method, i.e. Partial Least Squares Structural Equation Modelling (PLS-SEM), a path model to identify the drivers of reputation and its influence on sustainable customer satisfaction of cooperative bank customers is established. The empirical results of a representative sample of 675 German cooperative bank customers indicate that perceived quality and attractiveness are the most important drivers of reputation, which, in turn, has a positive impact on sustainable satisfaction.

Suggested Citation

  • Damberg Svenja, 2021. "Wahrgenommene Reputation der Genossenschaftsbanken und nachhaltige Zufriedenheit ihrer Mitglieder-Kunden in Deutschland: Implikationen für ein nachhaltiges Bankkundenmanagement," Zeitschrift für das gesamte Genossenschaftswesen, De Gruyter, vol. 71(2), pages 70-89, June.
    • Handle: RePEc:bpj:zfgewe:v:71:y:2021:i:2:p:70-89:n:5
    DOI: 10.1515/zfgg-2021-0005
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