A Structural Model to Explain Customer Repurchase Intentions in Co-operative Banks (original) (raw)
2014, Proceedings of - The 13th International Conference of the Society for Global Business & Economic Development, ISBN: 978-88-907795-7-2
Customer motivation and satisfaction have attracted the attention of bank management for a long time. They are key factors to better understand consumer behavior and encourage repeat purchase and customer loyalty. The study has involved the submission of a questionnaire to 600 customers of small-sized co-operative banks in the North-eastern part of Italy. The main factors that are believed to characterize the originality of the contribution are identified in the following aspects: - Italy has been facing the most profound economic crisis of the post-war period and, in this context, similar analyses have not been implemented yet; - Motivation and customer satisfaction surveys are less common for small-sized banks even if their core competitive advantage lies in a higher presence in the local market and in a higher degree of closeness to the customer’s needs; - The hypotheses were tested with SEM (Structural Equation Modeling) techniques.
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