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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Notes
- 1.
Each wave has little more than an annual basis. Design of the sampling applied yearly, has selected subjects through a simple random sampling among retail clients that in a year have had contact with the bank at least five times, or, have had experience with the contact center and/or the bank’s website. Therefore the sample obtained is not a cohort but a pseudo-panel.
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Liberati, C., Mariani, P., Masserini, L. (2014). A Latent Growth Curve Analysis in Banking Customer Satisfaction. In: Carpita, M., Brentari, E., Qannari, E. (eds) Advances in Latent Variables. Studies in Theoretical and Applied Statistics(). Springer, Cham. https://doi.org/10.1007/10104_2014_12
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