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The Dimensions Of Customer Satisfaction In The Financial Services Industry, Jose Salvador Lopez-Alarcon
The Dimensions Of Customer Satisfaction In The Financial Services Industry, Jose Salvador Lopez-Alarcon
Graduate Student Dissertations, Theses, Capstones, and Portfolios
The objective of this study was to collect and interpret data on the areas that influence customer satisfaction in the financial services industry. Specifically, the research defined and explored the ten dimensions that provide the customers with the product perceived value of the product or service. A survey of 230 customers in the Boca Raton area was conducted; data generated through the survey was analyzed descriptively, as well as subjected to regression analysis.
The study found congruence of customer satisfaction and the dimension: tangibles, reliability, responsiveness, competence, courtesy, credibility, safety, access, communication, and empathy. The study also determined that the …