Customer satisfaction for banking services is, arguably, a construct that develops and changes over time for a number of different endogenous and exogenous factors (modification of customers contract terms, transparency of banking transactions and financial services, bank charges, customer relationships, changes of market conditions an so on). Measuring change requires a longitudinal perspective: it can be carried out collecting measurements on the same individuals across multiple time points. The aim of this paper is to analyze the dynamic customer satisfaction of particular sub-groups of clients estimating a Latent Growth Curve Model. Results show interesting behavior differences to address strategic management decisions.
Liberati, C., Mariani, P., Masserini, L. (2015). A latent growth curve analysis in banking customer satisfaction. In M. Carpita, E. Brentari, E.M. Qannari (a cura di), Advances in Latent Variables (pp. 151-158). Berlin Heidelberg : Springer International Publishing [10.1007/10104_2014_12].
A latent growth curve analysis in banking customer satisfaction
Liberati, C
;Mariani, P
;
2015
Abstract
Customer satisfaction for banking services is, arguably, a construct that develops and changes over time for a number of different endogenous and exogenous factors (modification of customers contract terms, transparency of banking transactions and financial services, bank charges, customer relationships, changes of market conditions an so on). Measuring change requires a longitudinal perspective: it can be carried out collecting measurements on the same individuals across multiple time points. The aim of this paper is to analyze the dynamic customer satisfaction of particular sub-groups of clients estimating a Latent Growth Curve Model. Results show interesting behavior differences to address strategic management decisions.
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