Options
Wahrgenommene Reputation der Genossenschaftsbanken und nachhaltige Zufriedenheit ihrer Mitglieder-Kunden in Deutschland
Publikationstyp
Journal Article
Date Issued
2021-07-07
Sprache
German
Author(s)
Damberg, Svenja
TORE-URI
Volume
71
Issue
2
Start Page
70
End Page
89
Citation
Zeitschrift für das gesamte Genossenschaftswesen 71 (2): 70-89 (2021)
Publisher DOI
Publisher
De Gruyter
Peer Reviewed
true
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.
DDC Class
000: Allgemeines, Wissenschaft