Emotions, Personality Traits and Satisfaction: Assessment and Model Development

Abstract

The aim of this paper is to develop a model linking personality traits, emotions and satisfaction in the context of banking services. Namely, we tested and empirically proved the relationship between two personality traits and positive/negative emotions and further between these two types of emotions and satisfaction. A data set of 269 usable responses was used and the dimensionality of each construct was assessed with exploratory factor analysis. Further, confirmatory factor analysis and structural equation modeling were applied in testing the proposed model. The results indicate that neuroticism as a personality trait is antecedent of negative emotions, while extraversion is antecedent of positive emotions. Both types of emotions (positive and negative) are antecedents of satisfaction. Precisely, negative affect influences satisfaction in a negative way, while the influence of positive affect on satisfaction is in positive direction. The present paper contributes to the existing literature by empirically analyzing the affective part of customer satisfaction, which is still avoided in some of the customer satisfaction studies.