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Please use this identifier to cite or link to this item: http://hdl.handle.net/1959.3/208363
- An analysis of the antecedents of satisfaction for superannuation fund members
- McDonald, Heath; Vieceli, Julian; Darbyshire, Penny
- The factors influencing the satisfaction of superannuation fund members are poorly understood at present, due to a paucity of research. This study looks at the relative influence that five key aspects of the offering of a mid-size Australian Superannuation Fund have on overall satisfaction. Despite the long-term nature of the product and efforts to educate members to think otherwise, short-term financial performance remains a strong influence on member satisfaction. With financial returns varying annually and to a large degree being out of the control of fund managers, the focus on this aspect as the main influence on satisfaction levels is problematic. The evidence suggests that shifting the focus of members towards longer period assessments (eg returns over the past five years) and towards aspects of the funds' offering that are points of differentiation (eg enquiry handling) is the only way to prevent large fluctuations in satisfaction levels and possible defections.
- Publication type
- Journal article
- Journal of Financial Services Marketing, Vol. 8, no. 1 (Aug 2003), pp. 11-21
- Publication year
- FOR Code(s)
- 1505 Marketing
- Banking; Customer relations; Customer retention; Customer satisfaction; E-business; E-commerce; Financial brokers; Financial engineering; Financial institutions; Financial marketing; Financial models; Financial planning; Financial training; Insurance; Intermediation; Knowledge management; Management; Market research; Marketing strategy; Marketing; Pensions; Services quality; Superannuation; Virtual organisations
- Henry Stewart Publications
- Publisher URL
- Copyright © 2003 Henry Stewart Conferences and Publications Ltd.
- Peer reviewed