A meta-analysis of satisfaction in the banking sector

Ladeira, Wagner Júnior; Santini, Fernando de Oliveira; Sampaio, Cláudio Hoffmann; Perin, Marcelo Gattermann; Araújo, Clécio Falcão

doi:10.1108/ijbm-10-2015-0166

Cited by 30 publications

(21 citation statements)

References 60 publications

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“…Satisfaction is perceived as a critical element in the customer’s experience of the service offering of the organisation. It is attributed to a feeling of contentment when an organisation (such as a bank) delivers on the expectations of the customer (Ladeira et al , 2016).…”

Section: Theoretical Frameworkmentioning

confidence: 99%

Antecedents and outcome of commitment in Islamic banking relationships – an emerging African market perspective

Roberts-Lombard

2020

JIMA

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Purpose This study aims to investigate how the commitment of Islamic banking customers is influenced by trust, relationship expectations and conflict management. In turn, the influence of their commitment on future satisfaction is determined. Design/methodology/approach A descriptive research design was applied and responses were obtained from Islamic banking customers through the application of self-administered questionnaires. A total of 350 completed questionnaires were used in analysing the data. An exploratory factor analysis established the interrelationships of the scales used to measure the study’s constructs. In addition, both the measurement and structural models were evaluated. Findings Trust and relationship expectations significantly and positively influence customer commitment, while conflict management has no significant influence on the commitment of Islamic banking customers to their bank. In addition, commitment significantly and positively influences the satisfaction experiences of Islamic banking customers. Research limitations/implications The tested model validates the hypothesised relationships between the trust, relationship expectations, commitment and satisfaction of Islamic banking customers. However, the relationship between conflict management, commitment and satisfaction was not established. Commitment is linked to trust and relationship expectations, as well as its outcome, satisfaction. However, commitment could not be linked to antecedent conflict management. Practical implications The findings could assist retail banks servicing Islamic banking customers in offering in-depth knowledge of how trust and relationship expectations can foster customer commitment, eventually securing the positive satisfaction of customers. Originality/value The study focussed on Islamic banking customers and determined the interrelationships between commitment and related constructs. Few studies, however, have examined how commitment relates to its precursors and outcome from an Islamic banking perspective in an emergent African economy.

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Section: Theoretical Frameworkmentioning

confidence: 99%

Antecedents and outcome of commitment in Islamic banking relationships – an emerging African market perspective

Roberts-Lombard

2020

JIMA

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“…It is critical to use moderators in studies that demonstrate the influence of heterogeneous effect sizes (Morris and DeShon, 2002). In marketing studies it is common to use theoretical, institutional, cultural and contextual moderators to understand the effects on direct relationships (Zlatevska et al , 2014; Ladeira et al , 2016).…”

Section: Understanding and Reflecting On The Customer Interaction Constructmentioning

confidence: 99%

Customer interaction in business relations: a meta-analysis approach

Nardi

Jardim

Ladeira

et al. 2019

MIP

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Purpose Customer interaction is both an aim and source of concern for managers around the world. Different forms of interaction, such as cocreation, coproduction and customer participation, are evaluated in different fields of knowledge, with a gap in terms of the joint analysis of their antecedents and consequences as well as possible practical distinctions in the effects of these concepts. The purpose of this paper is to examine customer interaction effects by applying meta-analysis of effect sizes that measure the strength of their relationships. Design/methodology/approach The study used meta-analysis and moderator analysis approaches to synthesize preview results on customer interaction relationships. Findings The results suggest the empirical validity of using customer participation to replace terminologies such as coproduction and cocreation, and show the moderation role of institutional, cultural and contextual factors. Research limitations/implications This study investigated the literature in the areas of business and management to show whether, how and when customer interaction is related to individual and organizational factors. Although the conceptual and empirical implications derived from the preliminary efforts and the consolidated results are robust to generalization, methodological biases limited the findings. Practical implications This research suggests that a better understanding of customer interaction (antecedents, consequences and moderators) may help organizations to identify the most appropriate ways to build their strategies and to improve the results of their efforts. Originality/value This study contributes to the literature by providing one of the few attempts to consolidate the preliminary studies in different forms of customer interaction, suggesting possible moderations and amplifying the preliminary efforts.

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“…satisfaction). In this vein, satisfaction meta-analyses were performed in specific contexts, such as the Ladeira et al (2016a, b) study that was applied to the hospitality, tourism and consumer banking contexts, the meta-analysis conducted by Santini et al (2017) to investigate student satisfaction in the education sector, the Brown and Peterson (1993) meta-analysis applied to investigate salesperson job satisfaction or the study of Blegen (1993) that investigates nurses' job satisfaction from a meta-analytic perspective.…”

Section: Introductionmentioning

confidence: 99%

Satisfaction in sports: a meta-analytic study

Fagundes

Ladeira

Santini

et al. 2020

MIP

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PurposeThis article aims to perform a meta-analysis through a systematic review that will identify the main antecedents and consequents of the satisfaction of sports spectators.Design/methodology/approachThis study used a total of 927 papers that studied satisfaction in the context of sports and directly analyzed 51 papers that presented quantitative data. This review of the existing literature resulted in 18 antecedent constructs and identified four constructs consequent to the satisfaction of sports spectators.FindingsThe results showed 21 positive relations and 1 negative relation with the satisfaction of sports spectators. A significant moderating effect of some cultural orientations and levels of human development are identified. The results demonstrate that the effect between interaction quality and satisfaction on the one hand, and satisfaction and behavioral intention on the other, is stronger for Eastern countries and those with a higher level of economic development.Originality/valueThis meta-analytic study advances the understanding of biases present in primary studies with various limitations. Using the proposed approach, it is possible to generate accurate estimates of the effect size in each analyzed relationship, as the meta-analytic method jointly evaluates the results produced by a great variety of studies performed in different contexts, making it possible to draw more accurate conclusions.

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A meta-analysis of satisfaction in the banking sector

Cited by 30 publications

References 60 publications

Antecedents and outcome of commitment in Islamic banking relationships – an emerging African market perspective

Antecedents and outcome of commitment in Islamic banking relationships – an emerging African market perspective

Customer interaction in business relations: a meta-analysis approach

Satisfaction in sports: a meta-analytic study

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