- Tytuł:
- Satisfaction Drivers in Retail Banking: Comparison
- Autorzy:
- Oleksiak, Monika
- Powiązania:
- https://bibliotekanauki.pl/articles/483291.pdf
- Data publikacji:
- 2009
- Wydawca:
- Polska Akademia Nauk. Czytelnia Czasopism PAN
- Tematy:
-
satisfaction
loyalty
customer satisfaction index models
banking sector
structural equation models with latent variables
structural equations modeling
partial least squares
covariance based methods - Opis:
- The primary goal of the study is to diagnose satisfaction and loyalty drivers in Polish retail banking sector. The problem is approached with Customer Satisfaction Index (CSI) models, which were developed for national satisfaction studies in the United States and European countries. These are multiequation path models with latent variables. The data come from a survey on Poles' usage and attitude towards retail banks, conducted quarterly on a representative sample. The model used in the study is a compromise between author's synthesis of national CSI models and the data constraints. There are two approaches to the estimation of the CSI models: Partial Least Squares - used in national satisfaction studies and Covariance Based Methods (SEM, Lisrel). A discussion is held on which of those two methods is better and in what circumstances. In this study both methods are used. Comparison of their performance is the secondary goal of the study.
- Źródło:
-
Central European Journal of Economic Modelling and Econometrics; 2009, 1, 1; 83-102
2080-0886
2080-119X - Pojawia się w:
- Central European Journal of Economic Modelling and Econometrics
- Dostawca treści:
- Biblioteka Nauki
Artykuł