The most important company asset seems to be Customer Satisfaction (CS), which banks, in the recent years, have frequently analyzed. For reaching such target, a dynamic Factor Analysis offers an effective way of merging information about clients and their preferences evolution. In our work we performed a dynamic Customer Satisfaction study, by means of a three-way factorial analysis, and we also introduced a new index of shift and shape (SSI), to synthesize information about every customer, cluster or typology. We considered a national bank case, with spread network, evaluating results provided by a questionnaire framed according to the SERVQUAL model. The information employed was obtained via a Customer Satisfaction survey repeated three times (waves). We performed the dynamic factorial model and we illustrated the usage of SSI as a new measure of trajectories’ dissimilarity. Finally, we showed our results which highlight promising performances of our index.

Liberati, C., Mariani, P. (2014). Dynamic customer satisfaction and measure of trajectories: A banking case. In D. Vicari, A. Okada, G. Ragozini, C. Weihs (a cura di), Analysis and Modeling of Complex Data in Behavioural and Social Sciences (pp. 183-190). HEIDELBERGER PLATZ 3, D-14197 BERLIN, GERMANY : Kluwer Academic Publishers [10.1007/978-3-319-06692-9_20].

Dynamic customer satisfaction and measure of trajectories: A banking case

LIBERATI, CATERINA
;
MARIANI, PAOLO
2014

Abstract

The most important company asset seems to be Customer Satisfaction (CS), which banks, in the recent years, have frequently analyzed. For reaching such target, a dynamic Factor Analysis offers an effective way of merging information about clients and their preferences evolution. In our work we performed a dynamic Customer Satisfaction study, by means of a three-way factorial analysis, and we also introduced a new index of shift and shape (SSI), to synthesize information about every customer, cluster or typology. We considered a national bank case, with spread network, evaluating results provided by a questionnaire framed according to the SERVQUAL model. The information employed was obtained via a Customer Satisfaction survey repeated three times (waves). We performed the dynamic factorial model and we illustrated the usage of SSI as a new measure of trajectories’ dissimilarity. Finally, we showed our results which highlight promising performances of our index.
Capitolo o saggio
Customer satisfaction; Dynamic patterns; Multiway factor analysis; Trajectories analysis;
English
Analysis and Modeling of Complex Data in Behavioural and Social Sciences
Vicari, D; Okada, A; Ragozini, G; Weihs, C
2014
9783319066912
49
Kluwer Academic Publishers
183
190
Liberati, C., Mariani, P. (2014). Dynamic customer satisfaction and measure of trajectories: A banking case. In D. Vicari, A. Okada, G. Ragozini, C. Weihs (a cura di), Analysis and Modeling of Complex Data in Behavioural and Social Sciences (pp. 183-190). HEIDELBERGER PLATZ 3, D-14197 BERLIN, GERMANY : Kluwer Academic Publishers [10.1007/978-3-319-06692-9_20].
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Utilizza questo identificativo per citare o creare un link a questo documento: https://hdl.handle.net/10281/47344
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