The paper considers the issue of quality of service provided and the effects of value on customers and businesses, particularly those operating in the financial field. The results of a first empirical analysis are presented in the paper. It refers to a sample of 64 customers of an agency of Allianz Bank FA and the financial advisors of that agency. The purpose of this study has been to measure the relationship between the level of customers' satisfaction regarding the provision of advice and asset management carried out by financial advisors and the value that they allow customers to create in favour of the promotion center Allianz Bank FA. For this purpose it has been used an analysis model of service quality specially designed on the SERVQUAL model and have been carried out the correlation analysis between the CSI of each customer and the profitability relative percentage with the consideration of the specific items of revenue for the agency obtained through the relationship with its own clients.

Service quality and profitability. An empirical study about clients and financial advisors of the Allianz Bank F.A

ANGELINI, ANTONELLA;
2014

Abstract

The paper considers the issue of quality of service provided and the effects of value on customers and businesses, particularly those operating in the financial field. The results of a first empirical analysis are presented in the paper. It refers to a sample of 64 customers of an agency of Allianz Bank FA and the financial advisors of that agency. The purpose of this study has been to measure the relationship between the level of customers' satisfaction regarding the provision of advice and asset management carried out by financial advisors and the value that they allow customers to create in favour of the promotion center Allianz Bank FA. For this purpose it has been used an analysis model of service quality specially designed on the SERVQUAL model and have been carried out the correlation analysis between the CSI of each customer and the profitability relative percentage with the consideration of the specific items of revenue for the agency obtained through the relationship with its own clients.
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Utilizza questo identificativo per citare o creare un link a questo documento: http://hdl.handle.net/11568/501487
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