Examining the role of institutional investors' selected variables on customer satisfaction and behavioural intentions

This paper attempts to provide an overview of customer satisfaction derived by institutional investors through the services provided by their stockbrokers in Mauritius and their behavioural intentions. In particular, this research examines the role of institutional investors’ selected variables on customer satisfaction and behavioural intentions. A sample of 46 client companies was targeted and the mail survey technique was used. 28 usable questionnaires were returned representing a response rate of 61%. It was found that the higher the investor’s expertise and experience, the higher the satisfaction with the stockbrokerage firm and the higher the behavioural intentions.