The influence of socio‐demographic variables on customer satisfaction and loyalty in the private banking industry

Abstract

Purpose -In this paper the authors aim to study the impact of customer demographics on service value, customer satisfaction, and customer loyalty in the private banking industry, i.e. a high-involvement context. Design/methodology/approach -The authors estimate a structural equation model with the help of partial least squares (PLS). In order to examine the influence of socio-demographic variables, they conduct an analysis of variance (ANOVA) to test for differences in the means of the constructs. Furthermore, they conduct an analysis of mediation to test for an indirect influence of service value on customer loyalty. Findings -The authors find that customer satisfaction has a strong positive impact on customer loyalty. However, service value has no significant direct effect on customer loyalty; the impact of service value on customer loyalty is completely mediated by customer satisfaction. With regards to customer demographics, the authors find significant differences in mean scores as to employment status, type of private banking service provider, and size of liquid assets. Research limitations/implications -Further research should analyse potential moderating effects of different customer-related variables. A replication study should be conducted in order to underline the authors' findings. Practical implications -The authors find significant differences for customer satisfaction and customer loyalty ratings as to employment status and size of liquid assets. Hence, managers should focus on high net worth and ultra high net worth individuals as these segments show higher satisfaction and loyalty ratings. Furthermore, customers should be segmented as to employment status in addition to size of liquid assets. Originality/value -The authors conduct their analysis in a high-involvement setting. Using a unique sample of 286 questionnaires of private banking customers, they find direct effects of sociodemographic variables on service value, customer satisfaction, and customer loyalty. Thus, the authors' findings have important implications for managers in the private banking industry and marketing researchers alike.

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