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Customer satisfaction and loyalty assessment by means structural equation models


 
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1. Title Title of document Customer satisfaction and loyalty assessment by means structural equation models
 
2. Creator Author's name, affiliation, country Riccardo Di Nisio
 
2. Creator Author's name, affiliation, country Tonio Di Battista; Italy
 
3. Subject Discipline(s)
 
3. Subject Keyword(s) Customer satisfaction; SEM; ACSI; latent variables; PLS
 
4. Description Abstract

Customer satisfaction is a key issue for the organizations in the today's competitive market. As such, much research and a lot of revenues have been invested in developing accurate ways of assessing consumer satisfaction at macro (national) or micro (organizational) level, facilitating comparisons of the performances between industries.
To this purpose since 1994 different national customer satisfaction indexes (CSI) have been proposed. American Customer Satisfaction Index (ACSI) and European Customer Satisfaction Index (ECSI) are the two most popular indexes. Their implementations are usually developed at the macro level, and suitable applications at micro level have not yet been proposed. This absence is the main cause of a large proliferation of different models that, in many cases, do not make possible the comparison of CSI within and between industries.
To enhance the comparison properties of this index an adaptation of ACSI and ECSI models to a specific economic sector is proposed. Furthermore, according to [18], the antecedent "expectation", not significant at the micro economic level [13], was removed and two new antecedents, "belief" and  "leadership" were introduced.
The goodness of the estimated model was confirmed by an application to a network of 250 firms operating in the building retailers. The PLS (Partial Least Squares) approach has been proposed for the estimation phase. Data were collected during the summer of 2009 by means of a 15 items questionnaire given to 250 managers.
 
5. Publisher Organizing agency, location Coordinamento SIBA - Università del Salento
 
6. Contributor Sponsor(s)
 
7. Date (YYYY-MM-DD) 2010-11-26
 
8. Type Status & genre Peer-reviewed Article
 
8. Type Type
 
9. Format File format PDF
 
10. Identifier Uniform Resource Identifier http://siba-ese.unisalento.it/index.php/ejasa_dss/article/view/6451
 
10. Identifier Digital Object Identifier 10.1285/i2037-3627v1n1p42
 
11. Source Publication/conference title; vol., no. (year) Electronic Journal of Applied Statistical Analysis: Decision Support Systems and Services Evaluation; Vol 1, No 1 (2010): EJASA: Decision Support Systems and Services Evaluation
 
12. Language English=en en
 
13. Relation Supp. Files
 
14. Coverage Geo-spatial location, chronological period, research sample (gender, age, etc.)
 
15. Rights Copyright and permissions EJASA:DSS provides open access to its content on the principle that making research freely available to the researchers, improve the global exchange of knowledge.