As management of a national bank wanted to analyze its retail service competition loss probably due to low customer satisfaction, we carried out an empirical study based on a sample of 27,000 retail customers. The survey aimed to analyze retail service weaknesses and to individuate possible recovery actions measuring their effectiveness across different waves (three time lags). We studied a definition of a new dissimilarity measure exploiting a dimension reduction obtained by a three-way factor analysis (TFA). We had previously focused our attention on the limits of this approach related to the geometrical properties of the TFA applied. We introduced a reassessment of the points to adjust the three-way solution according to the quality of representation of the points. This transformation only rescaled the factor scores producing a local adjustment of the point configuration. We then performed a trajectory analysis of the different waves. The results showed the effectiveness of our approach. Therefore, further study of the derivation of a synthetic measure of cluster routes seems appropriate.
Liberati, C., & Mariani, P. (2012). Banking customer satisfaction evaluation: a three-way factor perspective. ADVANCES IN DATA ANALYSIS AND CLASSIFICATION, 6(4), 323-336 [10.1007/s11634-012-0118-y].
|Citazione:||Liberati, C., & Mariani, P. (2012). Banking customer satisfaction evaluation: a three-way factor perspective. ADVANCES IN DATA ANALYSIS AND CLASSIFICATION, 6(4), 323-336 [10.1007/s11634-012-0118-y].|
|Tipo:||Articolo in rivista - Articolo scientifico|
|Carattere della pubblicazione:||Scientifica|
|Presenza di un coautore afferente ad Istituzioni straniere:||No|
|Titolo:||Banking customer satisfaction evaluation: a three-way factor perspective|
|Autori:||Liberati, C; Mariani, P|
|Data di pubblicazione:||2012|
|Rivista:||ADVANCES IN DATA ANALYSIS AND CLASSIFICATION|
|Digital Object Identifier (DOI):||http://dx.doi.org/10.1007/s11634-012-0118-y|
|Appare nelle tipologie:||01 - Articolo su rivista|