Banking customer satisfaction evaluation: a three-way factor perspective

Caterina Liberati and Paolo Mariani

Advances in Data Analysis and Classification, 2012, vol. 6, issue 4, 323-336

Abstract: As management of a national bank wanted to analyze its retail service competition loss probably due to low customer satisfaction, we carried out an empirical study based on a sample of 27,000 retail customers. The survey aimed to analyze retail service weaknesses and to individuate possible recovery actions measuring their effectiveness across different waves (three time lags). We studied a definition of a new dissimilarity measure exploiting a dimension reduction obtained by a three-way factor analysis (TFA). We had previously focused our attention on the limits of this approach related to the geometrical properties of the TFA applied. We introduced a reassessment of the points to adjust the three-way solution according to the quality of representation of the points. This transformation only rescaled the factor scores producing a local adjustment of the point configuration. We then performed a trajectory analysis of the different waves. The results showed the effectiveness of our approach. Therefore, further study of the derivation of a synthetic measure of cluster routes seems appropriate. Copyright Springer-Verlag Berlin Heidelberg 2012

Keywords: Dynamic principal component; Customer satisfaction; Three-way factor analysis; Trajectories analysis; Banking sector; 62P20; 62-07; 91B42 (search for similar items in EconPapers)
Date: 2012
References: View references in EconPapers View complete reference list from CitEc
Citations:

Downloads: (external link)
http://hdl.handle.net/10.1007/s11634-012-0118-y (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:advdac:v:6:y:2012:i:4:p:323-336

Ordering information: This journal article can be ordered from
http://www.springer. ... ds/journal/11634/PS2

DOI: 10.1007/s11634-012-0118-y

Access Statistics for this article

Advances in Data Analysis and Classification is currently edited by H.-H. Bock, W. Gaul, A. Okada, M. Vichi and C. Weihs

More articles in Advances in Data Analysis and Classification from Springer, German Classification Society - Gesellschaft für Klassifikation (GfKl), Japanese Classification Society (JCS), Classification and Data Analysis Group of the Italian Statistical Society (CLADAG), International Federation of Classification Societies (IFCS)
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().