Modeling customer satisfaction in mortgage credit companies

Abstract

This paper presents an analysis of price and service quality effects through customer satisfaction on customer loyalty and recommendations in a business‐to‐business setting of mortgage credit. The research question is examined based on returned questionnaires from the largest companies in Denmark. An initial study applying LISREL does not support a full model including the five‐factor structure of the SERVPERF model. The further LISREL analysis however gives statistical evidence of a recursive model that explains willingness to recommend by customer loyalty and customer satisfaction, customer loyalty by customer satisfaction and customer satisfaction by price, assurance and reliability.

Citation

Høst, V. and Knie‐Andersen, M. (2004), "Modeling customer satisfaction in mortgage credit companies", International Journal of Bank Marketing, Vol. 22 No. 1, pp. 26-42. https://doi.org/10.1108/02652320410514915