An empirical study, based on a sample of 27.000 retail customers, has been curried out: The management of a national bank with a spread network across Italian regions wanted to analyze the loss in competition of its retail services, probably due to a loss in customer satisfaction. The survey has the aim to analyze weaknesses of retail services, individuate possible recovery actions and evaluate their effectiveness across different waves (3 time lags). Such issues head our study towards a definition of a new path measure which exploits a dimension reduction obtained with Dynamic Principal Component Analysis (DPCA). Results which shown customer satisfaction configurations are discussed in the light of the possible marketing actions. © Springer International Publishing Switzerland 2013.

Liberati, C., Mariani, P. (2013). Dynamic Principal Component Analysis: a banking Customer Satisfaction evaluation. In B. Lausen, D. van den Poel, A. Ultsch (a cura di), Algorithms from & for Nature and Life (pp. 397-405). Springer International Publishing [10.1007/978-3-319-00035-0_40].

Dynamic Principal Component Analysis: a banking Customer Satisfaction evaluation

LIBERATI, CATERINA;MARIANI, PAOLO
2013

Abstract

An empirical study, based on a sample of 27.000 retail customers, has been curried out: The management of a national bank with a spread network across Italian regions wanted to analyze the loss in competition of its retail services, probably due to a loss in customer satisfaction. The survey has the aim to analyze weaknesses of retail services, individuate possible recovery actions and evaluate their effectiveness across different waves (3 time lags). Such issues head our study towards a definition of a new path measure which exploits a dimension reduction obtained with Dynamic Principal Component Analysis (DPCA). Results which shown customer satisfaction configurations are discussed in the light of the possible marketing actions. © Springer International Publishing Switzerland 2013.
No
Scientifica
Capitolo o saggio
Dynamic Customer Satisfaction, Multiway Factor Analysis, SERVQUAL, Banking
English
Algorithms from & for Nature and Life
978-3-319-00034-3
Liberati, C., Mariani, P. (2013). Dynamic Principal Component Analysis: a banking Customer Satisfaction evaluation. In B. Lausen, D. van den Poel, A. Ultsch (a cura di), Algorithms from & for Nature and Life (pp. 397-405). Springer International Publishing [10.1007/978-3-319-00035-0_40].
Liberati, C; Mariani, P
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Utilizza questo identificativo per citare o creare un link a questo documento: http://hdl.handle.net/10281/46304
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