IDEAS home Printed from https://ideas.repec.org/a/eee/joepsy/v17y1996i2p163-182.html
   My bibliography  Save this article

Expectations, perceived performance, and customer satisfaction for a complex service: The case of bank loans

Author

Listed:
  • Johnson, Michael D.
  • Nader, Georg
  • Fornell, Claes

Abstract

No abstract is available for this item.

Suggested Citation

  • Johnson, Michael D. & Nader, Georg & Fornell, Claes, 1996. "Expectations, perceived performance, and customer satisfaction for a complex service: The case of bank loans," Journal of Economic Psychology, Elsevier, vol. 17(2), pages 163-182, April.
    • Handle: RePEc:eee:joepsy:v:17:y:1996:i:2:p:163-182
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/0167-4870(96)00002-5
    Download Restriction: Full text for ScienceDirect subscribers only
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. van Raaij, W. Fred, 1981. "Economic psychology," Journal of Economic Psychology, Elsevier, vol. 1(1), pages 1-24, January.
    2. Johnson, Michael D & Anderson, Eugene W & Fornell, Claes, 1995. "Rational and Adaptive Performance Expectations in a Customer Satisfaction Framework," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 21(4), pages 695-707, March.
    3. van Raaij, W. Fred, 1989. "Economic news, expectations and macro-economic behaviour," Journal of Economic Psychology, Elsevier, vol. 10(4), pages 473-493.
    4. Eugene W. Anderson & Mary W. Sullivan, 1993. "The Antecedents and Consequences of Customer Satisfaction for Firms," Marketing Science, INFORMS, vol. 12(2), pages 125-143.
    5. Peter, J Paul & Churchill, Gilbert A, Jr & Brown, Tom J, 1993. "Caution in the Use of Difference Scores in Consumer Research," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 19(4), pages 655-662, March.
    6. Johnson, Michael D. & Fornell, Claes, 1991. "A framework for comparing customer satisfaction across individuals and product categories," Journal of Economic Psychology, Elsevier, vol. 12(2), pages 267-286, June.
    7. Nelson, Phillip, 1970. "Information and Consumer Behavior," Journal of Political Economy, University of Chicago Press, vol. 78(2), pages 311-329, March-Apr.
    8. James M. Carman & Eric Langeard, 1980. "Growth strategies for service firms," Strategic Management Journal, Wiley Blackwell, vol. 1(1), pages 7-22, January.
    9. Oliver, Richard L, 1993. "Cognitive, Affective, and Attribute BAses of the Satisfaction Response," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 20(3), pages 418-430, December.
    10. Fornell, Claes & Johnson, Michael D., 1993. "Differentiation as a basis for explaining customer satisfaction across industries," Journal of Economic Psychology, Elsevier, vol. 14(4), pages 681-696, December.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Iman Abdel Hamid Hasanin, 2020. "Investigating the Relationship Between Corporate Entrepreneurship and Customer Loyalty with Customer Satisfaction Mediating Role," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 10(4), pages 1-94, March.
    2. Pradeep Kumar Mohanty & N. Senthil Kumar, 2017. "Measuring farmer’s satisfaction and brand loyalty toward Indian fertilizer brands using DEA," Journal of Brand Management, Palgrave Macmillan, vol. 24(5), pages 467-488, October.
    3. Hamidreza Khalili & Ardalan Sameti & Hassan Sheybani, 2016. "A Study on the Effect of Empowerment on Customer Orientation of Employees," Global Business Review, International Management Institute, vol. 17(1), pages 38-50, February.
    4. Canon Tong & Anthony Wong & Steven Leung, 2013. "The Mediating Effects of Service Charge Transparency on the Relationship between Corporate Social Responsibility and Customer Behaviour in Hong Kong¡¯s Retail Banking Sector," Business and Economic Research, Macrothink Institute, vol. 3(1), pages 56-88, June.
    5. Santiago Carbó‐Valverde & Pedro J. Cuadros‐Solas & Francisco Rodríguez‐Fernández & José Juan Sánchez‐Béjar, 2024. "Digital innovation and de‐branching in the banking industry: Customer perception and satisfaction," Global Policy, London School of Economics and Political Science, vol. 15(S1), pages 8-20, March.
    6. Deichmann, Uwe & Lall, Somik V., 2007. "Citizen Feedback and Delivery of Urban Services," World Development, Elsevier, vol. 35(4), pages 649-662, April.
    7. Kareem Abdul, Waheed & Gaur, Sanjaya S. & Peñaloza, Lisa N., 2012. "The determinants of customer trust in buyer–seller relationships: An empirical investigation in rural India," Australasian marketing journal, Elsevier, vol. 20(4), pages 303-313.
    8. Andreas Herrmann & Frank Huber & Martin Wricke, 1999. "Die Herausbildung von Zufriedenheits-urteilen bei Alternativenbetrachtung," Schmalenbach Journal of Business Research, Springer, vol. 51(7), pages 677-692, July.
    9. Apanasevic, Tatjana & Markendahl, Jan & Arvidsson, Niklas, 2013. "An exploratory study of consumer attitudes towards mobile ticketing in Sweden," 24th European Regional ITS Conference, Florence 2013 88466, International Telecommunications Society (ITS).
    10. Natalia V. Koshel, 2018. "More than Supervision: Identifying Opportunistic Bank Behavior through Marketing Tools," European Research Studies Journal, European Research Studies Journal, vol. 0(Special 2), pages 144-157.
    11. Kåre Sandvik & Kjell Grønhaug, 2007. "How Well Does the Firm Know its Customers? The Moderating Effect of Market Orientation in the Hospitality Industry," Tourism Economics, , vol. 13(1), pages 5-23, March.
    12. ALTAF Mohsin & REHMAN Ahmad & ALI Ahmed, 2012. "Determinants Of Customer Switching Behavior In Banking Sector," Studies in Business and Economics, Lucian Blaga University of Sibiu, Faculty of Economic Sciences, vol. 7(2), pages 20-34, August.
    13. Say-Wah Lee & Chuen-Wah Seow & Ke Xue, 2021. "Residents’ Sustainable City Evaluation, Satisfaction and Loyalty: Integrating Importance-Performance Analysis and Structural Equation Modelling," Sustainability, MDPI, vol. 13(12), pages 1-14, June.
    14. Arbore, Alessandro & Busacca, Bruno, 2009. "Customer satisfaction and dissatisfaction in retail banking: Exploring the asymmetric impact of attribute performances," Journal of Retailing and Consumer Services, Elsevier, vol. 16(4), pages 271-280.
    15. Blane D. Lewis & Daan Pattinasarany, 2009. "Determining Citizen Satisfaction with Local Public Education in Indonesia: The Significance of Actual Service Quality and Governance Conditions," Growth and Change, Wiley Blackwell, vol. 40(1), pages 85-115, March.
    16. De Caigny, Arno & Coussement, Kristof & De Bock, Koen W., 2018. "A new hybrid classification algorithm for customer churn prediction based on logistic regression and decision trees," European Journal of Operational Research, Elsevier, vol. 269(2), pages 760-772.
    17. Lecuyer, Charlotte & Capelli, Sonia & Sabadie, William, 2021. "Consumers’ implicit attitudes toward corporate social responsibility and corporate abilities: Examining the influence of bank governance using the implicit association test," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Wasib B Latif & Md. Aminul Islam & Idris Bin Mohd Noor, 2014. "A Conceptual Framework to Build Brand Loyalty in the Modern Marketing Environment," Journal of Asian Scientific Research, Asian Economic and Social Society, vol. 4(10), pages 547-557, October.
    2. Yeung, Matthew C.H. & Ramasamy, Bala & Chen, Junsong & Paliwoda, Stan, 2013. "Customer satisfaction and consumer expenditure in selected European countries," International Journal of Research in Marketing, Elsevier, vol. 30(4), pages 406-416.
    3. Ming-Lu Wu, 2014. "Cross-border comparative studies of service quality and consumer satisfaction: some empirical results," Eurasian Business Review, Springer;Eurasia Business and Economics Society, vol. 4(1), pages 89-106, June.
    4. M. F. Mpwanya, 2022. "An Empirical Examination of the Overall Customer Satisfaction with the Service Delivery of Mobile Network Operators in South Africa," Global Business Review, International Management Institute, vol. 23(1), pages 20-36, February.
    5. Jonathan D. Bohlmann & José Antonio Rosa & Ruth N. Bolton & William J. Qualls, 2006. "The Effect of Group Interactions on Satisfaction Judgments: Satisfaction Escalation," Marketing Science, INFORMS, vol. 25(4), pages 301-321, July.
    6. Zielke, Stephan, 2008. "Exploring asymmetric effects in the formation of retail price satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 15(5), pages 335-347.
    7. Eric Oduro & Francis O. Boachie-Mensah & Gloria K. Q. Agyapong, 2018. "Determinants of Customer Satisfaction in the Telecommunication Industry in Ghana: A Study of MTN Ghana Limited," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 10(3), pages 101-101, August.
    8. Birgelen, M. van & Ruyter, K. de & Jong, de A. & Wetzels, M., 2001. "Customer evaluations of after-sales service contact modes: An empirical analysis of national culture�s consequences," Working Papers 01.17, Eindhoven Center for Innovation Studies.
    9. Bhardwaj, Pradeep & Chatterjee, Prabirendra & Demir, Kivilcim Dogerlioglu & Turut, Ozge, 2018. "When and how is corporate social responsibility profitable?," Journal of Business Research, Elsevier, vol. 84(C), pages 206-219.
    10. Avourdiadou, Sevastia & Theodorakis, Nicholas D., 2014. "The development of loyalty among novice and experienced customers of sport and fitness centres," Sport Management Review, Elsevier, vol. 17(4), pages 419-431.
    11. Johnson, Michael D. & Herrmann, Andreas & Gustafsson, Anders, 2002. "Comparing customer satisfaction across industries and countries," Journal of Economic Psychology, Elsevier, vol. 23(6), pages 749-769, December.
    12. Reckmann, Tobias, 2017. "Intellectual Structure and Emancipation of Word of Mouth Research: A Bibliometric Analysis of a Multidisciplinary Research Field," EconStor Preprints 179913, ZBW - Leibniz Information Centre for Economics.
    13. Andreas Herrmann & Michael D. Johnson, 1999. "Die Kundenzufriedenheit als Bestimmungsfaktor der Kundenbindung," Schmalenbach Journal of Business Research, Springer, vol. 51(6), pages 579-598, June.
    14. Mujahid Mohiuddin Babu & Panuel Rozario Prince, 2011. "Factors Influencing the Overall Customer Satisfaction of the Wireless Internet Service Users: An Empirical Study in Bangladesh," Indian Journal of Commerce and Management Studies, Educational Research Multimedia & Publications,India, vol. 2(6), pages 14-24, September.
    15. G. Tomas M. Hult & Forrest V. Morgeson III & Udit Sharma & Claes Fornell, 2022. "Customer satisfaction and international business: A multidisciplinary review and avenues for research," Journal of International Business Studies, Palgrave Macmillan;Academy of International Business, vol. 53(8), pages 1695-1733, October.
    16. Babin, Barry J. & Griffin, Mitch, 1998. "The nature of satisfaction: An updated examination and analysis," Journal of Business Research, Elsevier, vol. 41(2), pages 127-136, February.
    17. Stefan Meinzer & Johann Prenninger & Patrick Vesel & Johannes Kornhuber & Judith Volmer & Joachim Hornegger & Björn M. Eskofier, 2016. "Translating satisfaction determination from health care to the automotive industry," Service Business, Springer;Pan-Pacific Business Association, vol. 10(4), pages 651-685, December.
    18. Ajimon George & Jobin Sahadevan, 2019. "A Conceptual Framework of Antecedents of Service Loyalty in Health Care: Patients’ Perspective," IIM Kozhikode Society & Management Review, , vol. 8(1), pages 50-59, January.
    19. Engler, Tobias H. & Winter, Patrick & Schulz, Michael, 2015. "Understanding online product ratings: A customer satisfaction model," Journal of Retailing and Consumer Services, Elsevier, vol. 27(C), pages 113-120.
    20. Gelbrich, Katja, 2011. "I Have Paid Less Than You! The Emotional and Behavioral Consequences of Advantaged Price Inequality," Journal of Retailing, Elsevier, vol. 87(2), pages 207-224.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:joepsy:v:17:y:1996:i:2:p:163-182. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/locate/joep .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.