Quality service in banking: a longitudinal approach

Lucio Masserini (), Caterina Liberati and Paolo Mariani
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Lucio Masserini: University of Pisa

Quality & Quantity: International Journal of Methodology, 2017, vol. 51, issue 2, No 3, 509-523

Abstract: 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.

Keywords: Quality service; Latent growth models; Latent variables; Longitudinal analysis; Banking services (search for similar items in EconPapers)
Date: 2017
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Citations: View citations in EconPapers (2)

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DOI: 10.1007/s11135-016-0420-4

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