haku: @indexterm FINANCIAL SERVICES / yhteensä: 273
viite: 137 / 273
| Tekijä: | Krishnan, M. |
| Otsikko: | Customer satisfaction for financial services: the role of products, services, and information technology |
| Lehti: | Management Science
1999 : SEP, VOL. 45:9, p. 1194-1209 |
| Asiasana: | MANAGEMENT CONSUMER SATISFACTION FINANCIAL SERVICES |
| Kieli: | eng |
| Tiivistelmä: | In this paper, the authors study the drivers of customer satisfaction for financial services. They discuss a full Bayesian analysis based on data collected from customers on a leading financial services company. This approach allows the authors to explicitly accommodate missing data and enables qualitative assessment of the impact of the drivers of satisfaction across the customer population. The authors find that satisfaction with product offerings is a primary driver of overall customer satisfaction. |
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