Techniques of Multivariate Statistical Analysis: An Application for the Honduran Banking Sector

Abstract

This paper presents a method for the measurement, analysis and improvement of quality services in the Honduran banking sector and determining the Customer Satisfaction Index (CSI) from the identification of critical variables of the quality of these services. The procedure considers the concept of quality of service and the most recognized measurement models and integrates the following elements: qualitative research, multivariate statistics and quality. Analysis with an integrated optical quality is done, allowing to know what the dimensions of service quality are and establishes a comparative analyzed with state investigations. It determines which attributes discriminate the state of customer satisfaction are, thus maintaining a state of control over these variables. They are used as basic statistical techniques, descriptive analysis, factor analysis and discriminant analysis, using the SPSS 17.0 software and STATGRAPHICS CENTURION. As a result, it is concluded that customers evaluate the services of the bank based on three-dimensional projected (convenience, responsiveness and visibility) and therefore the bank should stand on them to project a good image. In addition, there are five variables that discriminate in terms of customer satisfaction which should be given due attention for a high satisfaction rate.