IDEAS home Printed from https://ideas.repec.org/p/bbz/fcpwps/06.html
   My bibliography  Save this paper

Custos de informação e recompra no varejo bancário

Author

Listed:
  • Marcelo Moll Brandão
  • André Carlos Busanelli de Aquino

    (FEARP-USP)

  • Marcelo Sanches Pagliarussi

    (FUCAPE Business School)

Abstract

In this work we examine the relationship between satisfaction, comparison and customer retention in transactions involving clients and suppliers of retail banking services. We conducted 522 structured interviews with clients of a bank, covering 10 different kinds of services, such as credit operations, insurance, savings and investment funds. The theoretical relations suggested to explain why clients decide to persist in a sequence of transactions with their current supplier of banking services were derived from Economics of Information and Transaction Cost Economics. Results from multiple regression analysis point to the corroboration of the hypothesis that there is a moderated mediation between satisfaction, complexity and the continuity of the transaction. The results indicate that the customer, who usually has limited knowledge in finance, is susceptible to the complexity of the offer in such a way that this complexity seems to have a higher impact on retention than satisfaction. This result is partially opposite to what others have found in Brazil. The hypothesis that postulates a moderated meditation between satisfaction, switching costs, experience and retention was not corroborated.

Suggested Citation

  • Marcelo Moll Brandão & André Carlos Busanelli de Aquino & Marcelo Sanches Pagliarussi, 2008. "Custos de informação e recompra no varejo bancário," Fucape Working Papers 06, Fucape Business School.
    • Handle: RePEc:bbz:fcpwps:06
    as

    Download full text from publisher

    File URL: http://www.fucape.br/_public/workingpapers/06-2008.pdf
    File Function: Primeira Versão, 2008
    Download Restriction: no
    ---><---

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:bbz:fcpwps:06. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Adriana Gasparino (email available below). General contact details of provider: https://edirc.repec.org/data/fucapbr.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.