Wahrgenommene Reputation der Genossenschaftsbanken und nachhaltige Zufriedenheit ihrer Mitglieder-Kunden in Deutschland: Implikationen für ein nachhaltiges Bankkundenmanagement

Damberg Svenja ()
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Damberg Svenja: Technische Universität Hamburg (TUHH), Institut für Personalwirtschaft & Arbeitsorganisation (W-9), Am Schwarzenberg-Campus 4 (D), 21073 Hamburg Deutschland

Zeitschrift für das gesamte Genossenschaftswesen, 2021, vol. 71, issue 2, 70-89

Abstract: In this study, a reputation and customer satisfaction model for cooperative banks is developed and tested to derive implications for cooperative theory and practice. Using a multivariate analysis method, i.e. Partial Least Squares Structural Equation Modelling (PLS-SEM), a path model to identify the drivers of reputation and its influence on sustainable customer satisfaction of cooperative bank customers is established. The empirical results of a representative sample of 675 German cooperative bank customers indicate that perceived quality and attractiveness are the most important drivers of reputation, which, in turn, has a positive impact on sustainable satisfaction.

Date: 2021
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DOI: 10.1515/zfgg-2021-0005

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