Construcción de un índice de satisfacción del cliente mediante ecuaciones estructurales. Caso de estudio: clientes (personas naturales) de un banco nacional
Year: 2010
Type: article
Abstract: In the article, a summary of possible causes of the crisis, highlighting the Customer\nsatisfaction is an important variable for the service management of banks, however, is\ncommonly measured by methods that do not take into account first that from the point of\nview, is a variable subject to measurement errors and second the possible correlation\nbetween the variables that determine it.\nAlso, due to the high degree of abstraction of the concept, to measure the level of customer\nsatisfaction with the Bank requires a methodology to decompose the concept into service\ndimensions and these in turn indicators. The methodology is the structural equations\nmodeling, using as a basis for its specification, theoretical considerations and latent\nvariables identified by means of a factor analysis. This will build a measure based on the\nrelationship between some indicators with image, product and processes.\nThe results of the model presented in this work allow a better understanding of a simple\nstructure of customer satisfaction with the service of a bank and offers a baseline analysis\nfor this concept.
Source: APUNTES DEL CENES
Authors: Maria fernanda Castrillón Barbosa, Luis Guillermo Diaz Monroy
Language: English
Subfield: Marketing
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W38759362