Get 20M+ Full-Text Papers For Less Than $1.50/day. Start a 14-Day Trial for You or Your Team.

Learn More →

Quality service in banking: a longitudinal approach

Quality service in banking: a longitudinal approach The association between service quality and customer satisfaction represents one of the fundamental relationships in marketing research. Although cross-sectional analysis has been commonly applied in such a context, the shift to a more dynamic approach appears to be a worthwhile change. A broad range of statistical methods exist for the management of data that arises from longitudinal designs. Based on pseudo-panel data collected from the banking sector, a latent growth curve model is proposed for the analysis of service quality in order to capture both intra-individual and inter-individual changes in customer satisfaction over time. Results also describe the impact of reliability on overall satisfaction for different customers’ profiles. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Quality & Quantity Springer Journals

Quality service in banking: a longitudinal approach

Loading next page...
 
/lp/springer-journals/quality-service-in-banking-a-longitudinal-approach-073avqlTd0

References (49)

Publisher
Springer Journals
Copyright
Copyright © 2016 by Springer Science+Business Media Dordrecht
Subject
Social Sciences; Methodology of the Social Sciences; Social Sciences, general
ISSN
0033-5177
eISSN
1573-7845
DOI
10.1007/s11135-016-0420-4
Publisher site
See Article on Publisher Site

Abstract

The association between service quality and customer satisfaction represents one of the fundamental relationships in marketing research. Although cross-sectional analysis has been commonly applied in such a context, the shift to a more dynamic approach appears to be a worthwhile change. A broad range of statistical methods exist for the management of data that arises from longitudinal designs. Based on pseudo-panel data collected from the banking sector, a latent growth curve model is proposed for the analysis of service quality in order to capture both intra-individual and inter-individual changes in customer satisfaction over time. Results also describe the impact of reliability on overall satisfaction for different customers’ profiles.

Journal

Quality & QuantitySpringer Journals

Published: Oct 4, 2016

There are no references for this article.