csibank {genpathmox}

csibank

Description

csibank

Usage

csibank

Format

csibank data refers to a 2008 marketing research study of a leading Spanish firm providing retail financial services. For confidentiality reasons, the complete details of the survey-based study will not be provided, only a description of the variables. The data include a total of 32 variables, measured for 1707 clients. The 32 variables are divided into two groups: a group formed of 27 indicator variables for the structural model, and a group formed of 5 categorical variables. Each block of indicators refers to a specific construct.

Latent variable description:

IMAG:

Includes variables such as reputation, trustworthiness, seriousness, solidness, and caring about customer's needs

EXPE:

Includes variables such as products and services provided, customer service, solution provision, and expectations for overall quality

QUAL:

Includes variables such as reliable products and services, range of products and services, personal advice, and overall perceived quality

VAL:

Includes variables such as beneficial services and products, valuable investments, quality relative to price, and price relative to quality

SAT:

Includes variables such as overall satisfaction rating, fulfillment of expectations, satisfaction relative to other banks, and performance relative to an ideal bank

LOY:

Includes variables such as likelihood of choosing the same bank again, likelihood of switching to another bank, intention to recommend the bank to friends, and feeling of loyalty

Manifest variables description:

imag1:

Bank's reputation

imag2:

Trustworthiness

imag3:

Bank's solidity

imag4:

Innovation and forward looking

imag5:

Bank's emphasis on public affairs

imag6:

Caring about the customer’s needs

expe1:

Providing products and services to meet the customer's needs

expe2:

Providing customer service

expe3:

Providing solutions to daily banking needs

expe4:

Expectations of overall quality

qual1:

Reliable products and services

qual2:

Range of products and services

qual3:

Degree to which customer feels well informed

qual4:

Personal advice

qual5:

Customer service

qual6:

Overall rating of perceived quality

qual7:

Overall rating of satisfaction

val1:

Beneficial services and products

val2:

Valuable investments

val3:

Quality relative to price

val4:

Price relative to quality

sat1:

Overall rating of satisfaction

sat2:

Fulfillment of expectations

sat3:

Rating the performance relative to customer's ideal bank

loy1:

Propensity to choose the same bank if the customer had to choose again

loy2:

Propensity to switch to other banks if they offered better terms

loy3:

Customer's intention to recommend the bank to friends or colleagues

Categorical variables description:

Gender:

Gender of the customers, a factor with levels: Female and Male

Age:

Age of the customers, a factor with levels: <=25, 26-35, 36-45, 46-55, 56-65, and >=66

Education:

Education of the customers, a factor with levels: Elementary, Graduated, Highschool, Undergrad, and Unfinished

Occupation:

Occupation of the customers, a factor with levels: Manager, MediumEmplo, Notemploy, OwnFreelan, and Retired

Region:

Region of residence of the customers, a factor with levels: Center, East, North

Source

Laboratory of Information Analysis and Modeling (LIAM). Facultat de Informatica de Barcelona, Universitat Politecnica de Catalunya.

References

Lamberti, G. et al. (2017). The Pathmox approach for PLS path modeling: discovering which constructs differentiate segments.Applied Stochastic Models in Business and Industry, doi: 10.1002/asmb.2270.

Lamberti, G. (2014) Modeling with Heterogeneity. PhD Dissertation.