Please use this identifier to cite or link to this item: http://hdl.handle.net/1959.3/208363

Title

An analysis of the antecedents of satisfaction for superannuation fund members

Author(s)

McDonald, Heath;  Vieceli, Julian;  Darbyshire, Penny

Abstract

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

Source

Journal of Financial Services Marketing, Vol. 8, no. 1 (Aug 2003), pp. 11-21

Publication year

2003

FOR Code(s)

1505 Marketing

Keyword(s)

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

Publisher

Henry Stewart Publications

ISSN

1363-0539

Publisher URL

http://dx.doi.org/10.1057/palgrave.fsm.4770103

Copyright

Copyright © 2003 Henry Stewart Conferences and Publications Ltd.

Peer reviewed