Behavioral consequences of customers’ satisfaction with banking products and services

Florin Lucian Isac, Anca-Maria Ionescu and Andrei Dobre
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Florin Lucian Isac: Aurel Vlaicu University, Arad, Romania
Anca-Maria Ionescu: Faculty of Economics and Business Administration, West University of Timisoara, Romania
Andrei Dobre: Faculty of Economics and Business Administration, West University of Timisoara, Romania

Timisoara Journal of Economics and Business, 2015, vol. 8, issue 2, 232-254

Abstract: The premise that consumer satisfaction determines behavioral models that positively influence business results, is accepted both in the academic and business environment. This research addresses the consequences of satisfaction from the customer’s perspective, focusing on behaviors that customers of banks adopt as a result of satisfaction/dissatisfaction experienced from the performed transactions. Based on literature review, we have developed our own research model and tested the hypotheses formulated regarding the relationships formed between customer satisfaction and behavioral responses to customer satisfaction. For this purpose, we conducted a survey in which the investigated statistical population consists of customers who have completed at least one transaction with suppliers of banking products and services in the last six months. The sample gathered 511 persons using the snowball method, and respondents filled in questionnaires through online self-administration. We tested the research hypotheses using SPSS. Data analysis involved testing the reliability of the used measurement scales, score factors determination, testing the validity of constructs included in the research model, re-search hypotheses testing. In this article, in analyzing the relationship between customer satisfaction with banking products and services and its behavioral consequences, we take into consideration trust and supplier switching costs as moderator variables.

Keywords: Satisfaction; Trust; Word-of-Mouth; Complaints; Switching barriers. (search for similar items in EconPapers)
JEL-codes: L30 M31 (search for similar items in EconPapers)
Date: 2015
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