First Advisor

Leslie Hammer

Term of Graduation

Spring 2001

Date of Publication

5-23-2001

Document Type

Thesis

Degree Name

Master of Science (M.S.) in Psychology

Department

Psychology

Language

English

Subjects

Group identity, Customer services -- Quality control, Consumer satisfaction, Associations, Institutions, etc. -- Membership

Physical Description

1 online resource (vi, 56 pages)

Abstract

Based in Social Identity Theory (i.e., the personal identification with a particular group), the present research seeks to broaden current literature by investigating a theorized moderating effect of members' social identity on the relationship between customer satisfaction and customer retention in a paid membership organization. Five hundred nineteen members of a non-profit, predominantly Jewish, community center were surveyed on their perception of service-feature importance, customer satisfaction, and intentions to remain. Results indicated that social identity significantly moderated the relationship between service-feature importance and customer satisfaction. Results of social identity moderating the relationship between customer satisfaction and members' intentions to renew membership were mixed. Exploratory post hoc analyses identified significant positive main effects of social identity on membership retention. Limitations and implications for future research are discussed.

Rights

In Copyright. URI: http://rightsstatements.org/vocab/InC/1.0/

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Persistent Identifier

https://archives.pdx.edu/ds/psu/45313

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