"Customer satisfaction in retail financial services"
Dr. Maarten Terpstra
PrefaceThere exists confusion about the meaning of psychological properties. This is because a psychological property is not a thing within a person, but an organisational principle with respect to behaviour of persons. This may sound odd, but it means that a psychological property is a theoretical concept which we use to interpret and describe behaviour of persons. The latter years I studied the meaning of the psychological property satisfaction. The results of the study are reported in this thesis. First of all, I want to express my gratitude to my promotores Ton Kuijlen and Klaas Sijtsma. They taught me how to do scientific research, they helped and inspired me, and I have enjoyed our cooperation. I am also grateful to ING for facilitating my study, and to many colleagues from ING for their support and interest in my results. Furthermore, I thank Tom Breur for his support and his feedback on the many drafts he read. Most of all, I thank Monique for her confidence in me finishing my study and for her unconditional support throughout the years. |
