This data set contains the variables from a customer satisfaction study of a Spanish credit institution on 250 customers.
A data frame with 250 observations and 28 variables. Variables from 1 to 27 refer to six latent concepts: 1) IMAG=Image, 2) EXPE=Expectations, 3) QUAL=Quality, 4) VAL=Value, 5) SAT=Satisfaction, and 6) LOY=Loyalty. The last variable is a categorical variable indicating the gender of the individual.
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, providing solutions, and expectations for the 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 rating of satisfaction, fulfillment of expectations, satisfaction relative to other banks, and performance relative to customer's ideal bank.
LOY: Includes variables such as propensity to choose the same bank again, propensity to switch to other bank, intention to recommend the bank to friends, and sense of loyalty.
data(satisfaction)
satisfaction
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