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Customer satisfaction cues to support market segmentation and explain switching behavior
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Athanassopoulos, Antreas D. (2000) Customer satisfaction cues to support market segmentation and explain switching behavior. Journal of Business Research, 47 (3). pp. 191-207. doi:10.1016/S0148-2963(98)00060-5 ISSN 0148-2963.
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Official URL: https://doi.org/10.1016/S0148-2963(98)00060-5
Abstract
In this paper, customer satisfaction cues in retail banking services in Greece are examined. The study proposes an instrument of customer satisfaction that contains service quality and such other attributes as price, convenience, and innovation. The proposed framework of customer satisfaction was verified empirically yielding four distinct facets for business customers and five for individual customers. The performance implications of the customer satisfaction instrument are also explored. What is shown is that customer segments, in fact, yield statistically different satisfaction scores, which verifies the managerial value of customer segmentation practices. Finally, the facets of customer satisfaction as explanatory cues for the switching behavior of individual and business customers were tested successfully.
| Item Type: | Journal Article | ||||||
|---|---|---|---|---|---|---|---|
| Subjects: | H Social Sciences > HF Commerce | ||||||
| Divisions: | Faculty of Social Sciences > Warwick Business School | ||||||
| Journal or Publication Title: | Journal of Business Research | ||||||
| Publisher: | Elsevier Inc. | ||||||
| ISSN: | 0148-2963 | ||||||
| Official Date: | March 2000 | ||||||
| Dates: |
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| Volume: | 47 | ||||||
| Number: | 3 | ||||||
| Number of Pages: | 17 | ||||||
| Page Range: | pp. 191-207 | ||||||
| DOI: | 10.1016/S0148-2963(98)00060-5 | ||||||
| Status: | Peer Reviewed | ||||||
| Publication Status: | Published | ||||||
| Access rights to Published version: | Restricted or Subscription Access |
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