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Quality service in banking: a longitudinal approach

Author

Listed:
  • Lucio Masserini

    (University of Pisa)

  • Caterina Liberati

    (University of Milano-Bicocca)

  • Paolo Mariani

    (University of Milano-Bicocca)

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.

Suggested Citation

  • Lucio Masserini & Caterina Liberati & Paolo Mariani, 2017. "Quality service in banking: a longitudinal approach," Quality & Quantity: International Journal of Methodology, Springer, vol. 51(2), pages 509-523, March.
    • Handle: RePEc:spr:qualqt:v:51:y:2017:i:2:d:10.1007_s11135-016-0420-4
    DOI: 10.1007/s11135-016-0420-4
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    References listed on IDEAS

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    Cited by:

    1. Marco Guerra & Francesca Bassi & José G. Dias, 2020. "A Multiple-Indicator Latent Growth Mixture Model to Track Courses with Low-Quality Teaching," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 147(2), pages 361-381, January.
    2. Lucas Lopes Ferreira de Souza & Francesca Bassi & Ana Augusta Ferreira de Freitas, 2021. "Longitudinal analysis of microfinance borrowers in Brazil: A dynamic market segmentation," Journal of International Development, John Wiley & Sons, Ltd., vol. 33(6), pages 1063-1083, August.

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