Understanding customers' revealed satisfaction preferences: An order probit model for credit unions

摘要: The issue of customer satisfaction has consistently surfaced as a central tenet in descriptive models regarding the behaviour consumers. Satisfaction/dissatisfaction construct been subject to wide range measurement alternatives and applied many different industry sectors. This paper examines its role credit union sector financial services industry. study uses an Order Probit model Reveals Customer Satisfaction finds empirical support indicating that higher probability achieving excellent overall ratings is directly affected by high courtesy, privacy waiting indicators. These results are particularly relevant for strategic management design product/service strategy.