An analysis of the antecedents of satisfaction for superannuation fund members McDonald, Heath, Vieceli, Julian and Darbyshire, Penny 2003, An analysis of the antecedents of satisfaction for superannuation fund members, Journal of financial services marketing, vol. 8, no. 1, pp. 11-21, doi: 10.1057/palgrave.fsm.4770103. Attached Files Name Description MIMEType Size Downloads Title An analysis of the antecedents of satisfaction for superannuation fund members Author(s) McDonald, Heath Vieceli, Julian Darbyshire, Penny Journal name Journal of financial services marketing Volume number 8 Issue number 1 Start page 11 End page 21 Publisher Henry Stewart Publications Place of publication London, England Publication date 2003-08 ISSN 1363-0539 1479-1846 Keyword(s) customer satisfaction customer retention market research superannuation Summary 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. Language eng DOI 10.1057/palgrave.fsm.4770103 Field of Research 150599 Marketing not elsewhere classified HERDC Research category C1 Refereed article in a scholarly journal Copyright notice ©2003, Henry Stewart Conferences and Publications Ltd. Persistent URL http://hdl.handle.net/10536/DRO/DU:30002182 Document type: Journal Article Collections: Faculty of Business and Law Deakin Business School Related Links Link Description Connect to published version (restricted access) Go to link with your DU access privileges     Link to Related Work An analysis of the antecedents of satisfaction for superannuation fund members (deposited 13-12-2021) The antecedents of satisfaction for superannuation fund members Conference Paper (deposited 07-07-2008)   Unless expressly stated otherwise, the copyright for items in DRO is owned by the author, with all rights reserved. Versions Version Filter Type Fri, 02 Jan 2009, 14:29:32 EST Mon, 16 Nov 2009, 14:19:14 EST Fri, 28 May 2010, 10:23:58 EST Fri, 13 Jun 2014, 21:58:39 EST Fri, 17 Oct 2014, 08:11:57 EST Filtered Full Citation counts:   Cited 0 times in TR Web of Science Cited 0 times in Scopus Search Google Scholar Access Statistics: 628 Abstract Views, 2 File Downloads  -  Detailed Statistics Created: Mon, 07 Jul 2008, 08:17:35 EST