Una Aplicación del Modelo Beta para Analizar la Relación entre el Índice de Satisfacción ACSI con Variables del Sector Bancario

Abstract

Through the use of a multivariate econometric model measured annually, a study was carried out in which the ACSI model (American Customer Satisfaction Index) is taken into account, which reveals the customer satisfaction index compared to an economic sector, this model contains latent variables. such as service satisfaction, repurchase intention, perceived quality, general expectations, and recommendation; Initially, some possible variables that can influence the banking sector were inquired about and thus be able to compare them against the satisfaction index, which was obtained from the "Banking Sector" database authorized by the company "Customer Index Value" (CIV) and to be able to generate the database with which said analysis was carried out. For the following, five (5) banks are taken into account, for each bank, the satisfaction index measured by the ACSI model is obtained together with some variables that influence the banking sector, such as interest rates per product, among others.

Finally, a beta linear regression model is applied with the variable of interest and the auxiliary variables, where the main focus is to find the relationship that the satisfaction index may have compared to the other variables that were worked on and thus be able to conclude if these variables influence directly on the customer satisfaction index.