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

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 (about 18% of total 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 for the promotion center Allianz Bank FA. For this purpose an analysis model of service quality designed on the Servqual model has been used and a correlation analysis was carried out between profitability and the Customer satisfaction index (CSI) of each customer and a linear regression. In this way it has been possible to identify the activities giving rise to satisfaction that are most related to the total profitability, activity that is particularly critical for the purpose of generating value. Furthermore the variables that seem to have more effect on profitability have been identified, with clear managerial implications.