Wahrgenommene Reputation der Genossenschaftsbanken und nachhaltige Zufriedenheit ihrer Mitglieder-Kunden in Deutschland
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.
000: Allgemeines, Wissenschaft