The association between service quality and customer satisfaction represents one of the fundamental relationships in marketing research. Although cross-sectional analysis has been commonly applied in such a context, the shift to a more dynamic approach appears to be a worthwhile change. A broad range of statistical methods exist for the management of data that arises from longitudinal designs. Based on pseudo-panel data collected from the banking sector, a latent growth curve model is proposed for the analysis of service quality in order to capture both intra-individual and inter-individual changes in customer satisfaction over time. Results also describe the impact of reliability on overall satisfaction for different customers’ profiles
Masserini, L., Liberati, C., & Mariani, P. (2017). Quality service in banking: a longitudinal approach. QUALITY & QUANTITY, 51(2), 509-523 [10.1007/s11135-016-0420-4].
Citazione: | Masserini, L., Liberati, C., & Mariani, P. (2017). Quality service in banking: a longitudinal approach. QUALITY & QUANTITY, 51(2), 509-523 [10.1007/s11135-016-0420-4]. | |
Tipo: | Articolo in rivista - Articolo scientifico | |
Carattere della pubblicazione: | Scientifica | |
Presenza di un coautore afferente ad Istituzioni straniere: | No | |
Titolo: | Quality service in banking: a longitudinal approach | |
Autori: | Masserini, L; Liberati, C; Mariani, P | |
Autori: | LIBERATI, CATERINA (Secondo) MARIANI, PAOLO (Ultimo) | |
Data di pubblicazione: | 2017 | |
Lingua: | English | |
Rivista: | QUALITY & QUANTITY | |
Digital Object Identifier (DOI): | http://dx.doi.org/10.1007/s11135-016-0420-4 | |
Appare nelle tipologie: | 01 - Articolo su rivista |
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