Document Type
Article
Publication Date
12-1-2006
Abstract
The search for key factors that influence consumer satisfaction and loyalty in financial advisory relationships, originating in consumer behavior theory, suggests that consumer/financial advisor similarity and superior investment portfolio performance may be key drivers of client satisfaction. Conversely 70% of respondents in this study indicated that similarity played no role at all in their satisfaction with advisors, and 20% of respondents asserted that they specifically selected advisors for their dissimilarity. Our results suggest three discrete, potentially important, drivers of consumer satisfaction- client self-efficacy, client financial self-worth and financial advisor interpersonal performance. In conclusion, we discuss how these findings may enhance client relationship commitment by financial advisors.
Keywords
customer services
Rights
© The Author(s). Kelvin Smith Library provides access for non-commercial, personal, or research use only. All other use, including but not limited to commercial or scholarly reproductions, redistribution, publication or transmission, whether by electronic means or otherwise, without prior written permission is strictly prohibited.
Department/Center
Design & Innovation
Recommended Citation
Moon, Betty, "Investment Consumer Satisfaction: Identifying Factors of Influence in Financial Advisory Relationships" (2006). Student Scholarship. 266.
https://commons.case.edu/studentworks/266