The role of price satisfaction in managing customer relationships: the case of financial services

• Published in: Marketing intelligence & planning 2013-05, Vol.31 (3), p.216-228
• Main Authors: Lymperopoulos, Constantine, Chaniotakis, Ioannis E, Soureli, Magdalini
• Format: Article
• Language: English
• Subjects: Banking industry; Banks; Brand loyalty; Case studies; Competition; Customer relationship management; Customer services; Fees & charges; Information seeking behavior; Interest rates; Pricing policies; Product orientation; Retail banking
• ISSN: 0263-4503; 1758-8049
• DOI: 10.1108/02634501311324582

Purpose - The financial services market is constantly changing in terms of both competition and consumer behaviour. Customer switching is increasing, while bank marketers attempt to maintain a loyal customer base, in order for the banks to survive and be profitable. The aim of this research was to provide deeper insight into the direct effect of price satisfaction as expressed by its various dimensions on bank customer switching behaviour.Design methodology approach - The research involved a review of the literature on factors affecting customer switching behaviour, with a particular emphasis on the role of price. In order to obtain the necessary data, a survey was designed and conducted in the greater Athens area. The questionnaire was administered to 306 bank customers by means of personal interviews.Findings - The data analysis suggests that bank customer "intentions to switch banks" are affected by the level of their "price satisfaction". "Price satisfaction" in turn is affected positively by "transparency", "price quality ratio", "relative price", "reliability" and "price fairness". In addition, "information search" exerts a positive impact on "price satisfaction".Originality value - This study extends previous academic research, by analysing "price satisfaction" in depth, through its various dimensions and by examining the relationships between these variables and consumer switching intention. In addition, statistical evidence of these relationships and their synergies is provided.