Customer Satisfaction for Financial Services

S. KrishnanM.; RamaswamyVenkatram; C MeyerMary; DamienPaul

JOURNAL ARTICLE

Customer Satisfaction for Financial Services

S. KrishnanM.RamaswamyVenkatram C MeyerMary DamienPaul

Year: 1999 Journal: Management Science Publisher: Institute for Operations Research and the Management Sciences

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Abstract

In this paper, we study the drivers of customer satisfaction for financial services. We discuss a full Bayesian analysis based on data collected from customers of a leading financial services compa...

Keywords:

Customer satisfaction Business Financial services Marketing Customer retention Finance Service quality Service (business)

Metrics

Cited By

2.89

FWCI (Field Weighted Citation Impact)

Refs

0.92

Citation Normalized Percentile

Is in top 1%

Is in top 10%

Citation History

Topics

Customer Service Quality and Loyalty

Social Sciences → Business, Management and Accounting → Organizational Behavior and Human Resource Management

Customer churn and segmentation

Social Sciences → Business, Management and Accounting → Marketing

Advanced Statistical Methods and Models

Physical Sciences → Mathematics → Statistics and Probability

Customer Satisfaction for Financial Services

Abstract

Metrics

Citation History

Topics

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