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Quality & Quantity

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04-10-2016

Quality service in banking: a longitudinal approach

Authors: Lucio Masserini, Caterina Liberati, Paolo Mariani

Published in: Quality & Quantity | Issue 2/2017

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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.

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Such a framework allowed us to use ‘reliability’ as a proxy for customers’ trust in the bank.

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Title: Quality service in banking: a longitudinal approach
Authors: Lucio Masserini
Caterina Liberati
Paolo Mariani
Publication date: 04-10-2016
Publisher: Springer Netherlands
Published in: Quality & Quantity / Issue 2/2017
Print ISSN: 0033-5177
Electronic ISSN: 1573-7845
DOI: https://doi.org/10.1007/s11135-016-0420-4

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