Seiler, Volker; Rudolf, Markus - In: Credit and Capital Markets – Kredit und Kapital 47 (2014) 3, pp. 485-520
The paper at hand 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...