Abstract
Satisfaction increases sales volume, profit maximization, revenue growth and higher competitive advantage. This study tests the European customer satisfaction index (ECSI) model in the Taiwanese mobile phone sector. Customer satisfaction causality scores are provided for each of the antecedents and consequences of customer satisfaction to assess how they relate with the ECSI model. Antecedents and consequences of customer satisfaction provided includes perceived value, customer expectations, perceived quality, and image that are discovered to have direct and positive effects on customer satisfaction, while customer satisfaction has significant effects on customer loyalty. Image was also found to have positive and direct effects on customer loyalty. Overall, the study validated the ECSI model. Key words: Customer satisfaction index, customer satisfaction, customer satisfaction theory
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
