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Service Satisfaction: An Empirical Analysis of Consumer Satisfaction in Financial Services

Author

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  • Kees Van Montfort
  • ENNO MASUREL
  • INGRID VAN RIJN

Abstract

Does the widely accepted espectancy-disconfirmation model apply to situations within a financial services context? Or could it be, due to specific characteristics of services, that a different model applies? This paper addresses these questions and tests the relationships between consumer expectations, performance, disconfirmation, .satisfaction and repeat purchase in a lisrel model. The results would suggest that the relevancy of disconfirmation is fairly apparent and that expectations have only an indirect influence on satisfaction where financial services are concerned. The performance level of financial services however has a strong positive direct effect on satisfaction.

Suggested Citation

  • Kees Van Montfort & ENNO MASUREL & INGRID VAN RIJN, 2000. "Service Satisfaction: An Empirical Analysis of Consumer Satisfaction in Financial Services," The Service Industries Journal, Taylor & Francis Journals, vol. 20(3), pages 80-94, July.
    • Handle: RePEc:taf:servic:v:20:y:2000:i:3:p:80-94
    DOI: 10.1080/02642060000000033
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    Cited by:

    1. Gerrit Antonides & Lies Hovestadt, 2021. "Product Attributes, Evaluability, and Consumer Satisfaction," Sustainability, MDPI, vol. 13(22), pages 1-20, November.
    2. Edward Shih-Tse Wang, 2007. "Displayed emotions to patronage intention: consumer response to contact personnel performance," The Service Industries Journal, Taylor & Francis Journals, vol. 29(3), pages 317-329, October.
    3. Liu, Haoyu & Tan, Kim Hua & Pawar, Kulwant, 2022. "Predicting viewer gifting behavior in sports live streaming platforms: The impact of viewer perception and satisfaction," Journal of Business Research, Elsevier, vol. 144(C), pages 599-613.
    4. Eriksson, Kent & Segerlind, Carin, 2024. "Higher bank customer satisfaction increases a bank’s revenue from the customer and the effect persists over several years: A study at the level of individual customer relationships," Working Paper Series 24/5, Royal Institute of Technology, Department of Real Estate and Construction Management & Banking and Finance, revised 18 Jun 2024.

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