Events and Meetings of Italian Statistical Society, Advances in Latent Variables - Methods, Models and Applications

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A latent growth curve analysis in banking customer satisfaction
Caterina Liberati, Paolo Mariani, Lucio Masserini

Last modified: 2013-06-16


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, with repeated measurements on the same individuals across multiple time points. Investigating individual differences in change may be of great practical interest for the strategic decisions of the general management of banking companies. Using a Latent Growth Curve Model, the aim of this paper is to analyze the dynamic process in satisfaction of meaningful sub groups of customers of an Italian bank company.

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