The primary goal of this empirical research study is to identify key drivers of SME satisfaction related to a variety of aspects of the bank/SME relationship. The research uses data from 3,190 interviews with key informants – identified as the person who is most responsible for financial and banking decisions – in Canadian SMEs. Research focused on how SME overall satisfaction is affected by the account manager's management of the bank/SME relationship, the branch staff's management of the bank/SME relationship and the bank's policies and procedures regarding bank/SME relationships. All three drivers were significantly and strongly related to SME satisfaction with the bank with which they had their primary relationship.

Additional Metadata
Keywords Banking, Canada, Customer satisfaction, Relationship marketing, Small- to medium-sized enterprises
Persistent URL dx.doi.org/10.1108/02652320210419698
Journal International Journal of Bank Marketing
Citation
Madill, J.J. (Judith J.), Feeney, L. (Lisa), Riding, A.L, & Haines, G.H. (George H.). (2002). Determinants of SME owners’ satisfaction with their banking relationships: A Canadian study. International Journal of Bank Marketing, 20(2), 86–98. doi:10.1108/02652320210419698