Customer Satisfaction in Private Banking

The paper presents a customer satisfaction model for the private banking industry. We empirically assess the postulated model with the help of partial least squares (PLS) and use formative measurement models for the predictors of customer satisfaction and customer loyalty. The results of the structural model show good quality of the overall model. Customer satisfaction in the private banking industry is mainly determined by service value and the relationship manager. In addition, the relationship manager is an essential predictor of customer loyalty and relationship quality