Customer satisfaction with socially responsible investing initiatives: the influence of perceived financial and non-financial quality

Nilsson, Jonas,1978Gothenburg University,Göteborgs universitet,Företagsekonomiska institutionen, Marknadsföring,Centre for Business in Society,Department of Business Administration, Marketing Group (author)

Customer satisfaction with socially responsible investing initiatives : the influence of perceived financial and non-financial quality

During the last decade, socially responsible investment (SRI) initiatives have grown to become a mainstream financial service in many countries. However, to date, only a few studies focus on understanding the final investor of such initiatives. This article focuses on one particularly overlooked aspect of SRI behavior; that of customer post-purchase satisfaction. A theoretical model of satisfaction with SRI-profiled mutual funds is developed and tested. The results indicate that perceived financial performance of the SRI-profiled mutual fund is the most important predictor of customer satisfaction. However, perceived environmental, social and governance (ESG) performance also had a positive impact on satisfaction for the SRI mutual fund. On the basis of these results, it is argued that although ESG quality is important to customers, marketers of SRI initiatives should primarily focus on the conventional quality attributes such as financial performance, as a good ESG record alone is unlikely to generate customer satisfaction.

SAMHÄLLSVETENSKAP Ekonomi och näringsliv Företagsekonomi hsv//swe
SOCIAL SCIENCES Economics and Business Business Administration hsv//eng
customer satisfaction
perceived quality
socially responsible investment
mutual funds
financial performance
företagsekonomi
Business Studies
customer satisfaction; perceived quality; socially responsible investment; mutual funds; financial performance

Jansson, Johan,1973-Umeå universitet,Företagsekonomi,RiseB,Umeå universitet, Företagsekonomi(Swepub:umu)janjan97 (author)
Isberg, SofiaUmeå universitet,Företagsekonomi,Umeå universitet, Företagsekonomi(Swepub:umu)sois0002 (author)
Anna-Carin, NordvallUmeå universitet,Företagsekonomi,Umeå universitet, Företagsekonomi(Swepub:uu)annno482 (author)
Göteborgs universitetFöretagsekonomiska institutionen, Marknadsföring (creator_code:org_t)

In:Journal of Financial Services MarketingBasingstoke : Palgrave Macmillan19:4, s. 265-2761363-05391479-1846

By the author/editor: Nilsson, Jonas, ...; Jansson, Johan, ...; Isberg, Sofia; Anna-Carin, Nord ...

About the subject

SOCIAL SCIENCES: SOCIAL SCIENCES; and Economics and Bu ...; and Business Adminis ...

By the university: Umeå University; Uppsala University; University of Gothenburg

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