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A meta-analysis of satisfaction in the banking sector

Wagner Junior Ladeira (Business School, Universidade Vale do Rio dos Sinos, São Leopoldo, Brazil)
Fernando De Oliveira Santini (Business School, Universidade Vale do Rio dos Sinos, São Leopoldo, Brazil)
Cláudio Hoffmann Sampaio (Business School, Pontifícia Universidade Católica do Rio Grande do Sul, Porto Alegre, Brazil)
Marcelo Gattermann Perin (Business School, Pontifícia Universidade Católica do Rio Grande do Sul, Porto Alegre, Brazil)
Clécio Falcão Araújo (Business School, Pontifícia Universidade Católica do Rio Grande do Sul, Porto Alegre, Brazil)

International Journal of Bank Marketing

ISSN: 0265-2323

Article publication date: 5 September 2016

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Abstract

Purpose

The purpose of this paper is to present a systematic framework with a meta-analytical approach to distinguish various types of antecedents and consequences of satisfaction in the banking sector.

Design/methodology/approach

The authors conducted searches in 13 databases and analysed 811 relationships in 210 articles. For the quantitative data analysis, the authors used the coefficient of correlation r as a metric variable to measure the effect size of the studied scope variables.

Findings

The findings of this meta-analysis demonstrated ten dimensions that directly influence satisfaction in the banking sector: a bank’s atmosphere, special treatment and relational benefits, timesaving features, the dimensions and determinants of service quality, customers’ overall perceptions of service quality, end-user computing, service recovery, external factors, strategic orientation and behavioural outcomes. These ten dimensions were derived from 55 variables.

Research limitations/implications

This meta-analysis reviewed relationships found worldwide in the literature, expanding and improving the current knowledge. It identified ways that research on satisfaction in the banking sector is lacking and presents suggestions for the elaboration of new studies to allow future researchers to better define their agendas.

Practical implications

The results show that managers should care about satisfaction because it results from the consumer’s banking experience. The ten dimensions affect satisfaction to differing degrees.

Originality/value

This research tested the impact of the antecedents and consequences of satisfaction in the banking sector and presented important results through this meta-analytical review. This meta-analysis contributes to the marketing literature, with a set of empirical generalizations, including relationship coefficients and calculated fail-safe numbers.

Keywords

Citation

Ladeira, W.J., Santini, F.D.O., Sampaio, C.H., Perin, M.G. and Araújo, C.F. (2016), "A meta-analysis of satisfaction in the banking sector", International Journal of Bank Marketing, Vol. 34 No. 6, pp. 798-820. https://doi.org/10.1108/IJBM-10-2015-0166

Publisher

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Emerald Group Publishing Limited

Copyright © 2016, Emerald Group Publishing Limited

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