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Banks' Customers Satisfaction and Stock's Returns: Banking Sector - Sweden, Norway, Denmark
Jönköping University, Jönköping International Business School, JIBS, Economics, Finance and Statistics.
2012 (English)Independent thesis Advanced level (degree of Master (Two Years)), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

Theoretical studies posit that marketing strategies increases customers’ satisfaction and loyalty and decreases the systematic risk of the company’s stock. Many variables such as size, book-to-market and others, which have no special standing in asset-pricing theory, show reli-able power to explain the cross-section of expected stock’s returns. By adding customers’ sat-isfaction to one of them, this research involves discovering the relationship between custom-ers’ satisfaction and stock’s returns systematic risk, if any, by conducting a panel data analy-sis of seven banks in Sweden, Denmark and Norway through the period of year 2002 – 2011. The results verify a significant negative relationship between customers’ satisfaction and stock’s returns systematic risk.

Place, publisher, year, edition, pages
2012. , 34 p.
Keyword [en]
customers' satisfaction, systematic risk, stock's returns, upswings, downswings
National Category
URN: urn:nbn:se:hj:diva-18376OAI: diva2:532215
Subject / course
IHH, Economics
2012-05-30, jonkoping, 13:46 (English)
Social and Behavioural Science, Law
Available from: 2012-06-19 Created: 2012-06-10 Last updated: 2012-06-19Bibliographically approved

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Konstantopoulou, Nikoletta
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