American Customer Satisfaction Index Research Articles

Healthy People 2020: Developing the potential of mobile and digital communication tools to touch the life of every American

The U.S. Department of Health and Human Services implemented the Healthy People initiative to set national health objectives for four different decades since 1979. This national effort has promoted a shared vision for improving the health of all Americans in a very fragmented health care delivery system. The current Healthy People 2020 initiative being implemented by the Department's Office of Disease Prevention and Health Promotion differs from previous efforts in several important ways. This paper explores one of these changes: implementation of a new communication strategy based in modern information technology. This strategy conceptualized a Healthy People 2020 online space that would be a user-focused, ‘one-stop shop’ for public health and health care professionals, policymakers, and community members to learn about the objectives, plan interventions, and implement strategies to reach the 2020 objectives. The communication strategy incorporated new digital media, including building a following on LinkedIn and Twitter. At present, membership in the Healthy People LinkedIn group is more than 7700 people, and the Healthy People Twitter account (@gohealthypeople) has nearly 50 000 followers. In addition to the growth in number of users, the success of the communication strategy is also confirmed by the consistently high customer satisfaction rankings the site receives from the American Customer Satisfaction Index E-government Satisfaction Index. New developments in digital communication technology have the potential to advance three principal functions originally conceptualized for Healthy People 2020 online: benchmarking, advocacy, and connecting with others. Several exciting digital tools can be used to implement each of these key Healthy People 2020 functions, including mobile Web site optimization, smartphone/tablet apps, social media, and cloud computing. Ultimately, HHS can conduct research with Healthy People target audiences and stakeholders to inform the types of digital tools that will be most helpful to Healthy People 2020 users.

COMPARISON OF USER SATISFACTION OF E-COMMERCE WEBSITES BY THE ANALYTIC NETWORK PROCESS

This study proposes a model for comparing the customer satisfaction indices of two or more ecommerce competitors in order to select the most preferred website in a specific context. The importance of customer satisfaction factors from the user’s point of view were calculated in the specific context of ecommerce. This study takes a new step towards integrating satisfaction literature by proposing a model for ranking the American Customer Satisfaction Index (ACSI) factors based on users' expectations about different online contexts. Hence, the approach provides a new way to compare customer satisfaction among e-business competitors. The suggested model was shaped by merging the Analytic Network Process (ANP) approach with the ACSI for ecommerce. The model tested two Iranian e-recruitment websites through a survey designed and conducted via emails to those who had used both web sites. Subsequently, the relative importance of the factors was determined, and finally e-recruitment websites were compared with each other. As a result, the most preferred website with respect to different ACSI factors was chosen and the relative importance of each ACSI factor considering the influence it had on the use of the e-recruitment website and user satisfaction was identified. http://dx.doi.org/10.13033/ijahp.v5i2.180

ANALISIS PERBANDINGAN METODOLOGI CUSTOMER SATISFACTION INDEX DALAM RANGKA PENINGKATKAN PELAYANAN KESEHATAN DI INDONESIA

Customer Satisfaction Index (CSI) is an economic indicator that measures the satisfaction of consumers across nation. This paper discusses the measurement model from an economic point of psychology is positioned as a variable customer loyalty . We will also discuss some studies which include : market segmentation , product positioning , competitiveness , consumer perception , customer satisfaction , and quality of service . To determine the position of the CSI Indonesia compared to other countries CSI inventors and other users it is necessary comparisons and scientific study .. This article discuss 7 methodologies on Consumer Satisfaction Index (CSI) developed by used in respective countries, e.g. Sweden Customer Satisfaction Barometer (SCSB), American Customer Satisfaction Index (ACSI), European Customer Satisfaction Index (ECSI), National Customer Satisfaction Index (NCSI), Japanese Customer Satisfaction Index (JCSI), Customer Satisfaction Index of Singapura (CSISG) and Indonesian Customer Satisfaction Index (ICSC). This study aims to be reference for the development of CSI in Indonesia, particularly in the healthcare , in order to improve the consumer / patient satisfaction

Project Management Knowledge of Construction Professionals: Cross-Country Study of Effects on Project Success

This multinational study of the contribution of the Project Management Body of Knowledge (PMBOK) to the success of construction engineering projects was performed to reveal cross-country similarities and differences. A survey questionnaire of professional engineers in the construction industry (project managers, stakeholders, and team members) was performed in Taiwan, Indonesia, and Vietnam. Structural equation modeling was used to determine the effects of PMBOK techniques/tools/skills (TTSs) on project success (PS). The contributions to the PMBOK include (1) a novel PS index (PSI) framework adapted from the American Customer Satisfaction Index and an importance-performance analysis (IPA) for prioritizing PMBOK TTS predictors of PS, (2) an IPA technique for identifying PMBOK TTS items that help construction practitioners improve PS by implementing effective managerial strategies, enhancing project performance, and improving the efficient use of management resources, and (3) guidance in the current use of PMBOK TTSs by practitioners and educators in the construction engineering field. Empirical data obtained in a cross-country comparison confirm that effective use of PMBOK TTSs substantially increases the probability of PS. Moreover, construction practitioners can develop management knowledge needed to increase the likelihood of PS based on TTS that this study identified as essential for project performance.

A longitudinal investigation to test the validity of the American customer satisfaction model in the U.S. hotel industry

This study was designed to test the validity of the American Customer Satisfaction Index (ACSI) model specifically for the hotel industry. The main objective of this study was to determine consistency of the ACSI hotel model over three periods: 1994, 2001, and 2009. The model was tested using the Structural Equation Modeling (SEM) technique using a two stage data analysis procedure. The findings from multi-group structural equation modeling showed that the model fit of ACSI lodging is consistent, regardless of economic conditions, demonstrating the validity of that model. Several plausible interpretations are presented in explaining meaningful patterns of path coefficients, for each of the study test periods. Furthermore, as the model tests validate the model fit of the hotel ACSI, academicians studying customer satisfaction may use the theoretical underpinnings and conceptual foundation of the model as a basis for their research.

Customer Satisfaction, Competition, and Firm Performance: An Empirical Investigation

We conduct two empirical studies to test two hypotheses: (1) rivals' customer satisfaction increases a firm's own customer satisfaction; and (2) rivals' customer satisfaction reduces a firm's sales. Study One uses a panel dataset of annual store‐level customer satisfaction data from a supermarket chain for the periods 1998–2001. Study Two considers a range of industries by using a panel dataset of brand‐level customer satisfaction ratings from the American Customer Satisfaction Index spanning the periods 1994–2003. Results from both studies provide support for our hypotheses. Copyright © 2013 John Wiley & Sons, Ltd.

A customer satisfaction index model for international tourist hotels: Integrating consumption emotions into the American Customer Satisfaction Index

This study integrates consumption emotions into the American Customer Satisfaction Index (ACSI) model to propose a hotel customer satisfaction index (H-CSI) model that can be applied to estimate customer satisfaction toward international tourist hotels. The H-CSI scale items were designed based on reference to the relevant literature and the suggestions of a focus group. Four-hundred and twelve customers of international tourist hotels were surveyed. The partial least squares method was employed to validate the measurement instruments in the H-CSI model and estimate item weights for the customer satisfaction scales. The H-CSI model is a comprehensive model for the measurement of customer satisfaction that includes most possible antecedents and outcomes. The research results show that the H-CSI model displayed strong explanatory power based on its reliability and validity. Accordingly, if hotel managers apply the H-SCI model instead of a general customer satisfaction survey, they can obtain a robust estimation of customer satisfaction, as well as extra information of post-purchase customer behavior to better manage customer satisfaction and achieve a competitive advantage.

Does customer satisfaction increase firm performance? An application of American Customer Satisfaction Index (ACSI)

As a prominent factor in firms’ profitability and value, customer satisfaction has been given much attention in the measurement of a firm's financial performance. In the hospitality and tourism industry, however, the effect of customer satisfaction on financial performance has been relatively neglected because of the unique characteristics of the industry and presumably increasing cost for uncertain outcomes. Based upon this realization, this study empirically examines the relationship between the customer satisfaction index (CSI) and the companies’ financial performance in the hospitality and tourism industry (i.e., hotels, restaurants, and airlines). Findings reveal that the impact of customer satisfaction is reflected in the profit margin (PM), return on assets (ROA), return on equity (ROE), proxies of a firm's profitability, and in the market value added (MVA), a proxy of firm value. The results indicate that customer satisfaction positively affect a firm's profitability and value in the hospitality and tourism industry. Implications and suggestions for future research are discussed.

The Mexican user satisfaction index: a case study applied to a social program

PurposeThe purpose of this paper is to present a case study on the methodology developed for establishing a Mexican User Satisfaction Index for a particular kind of Social Program (MUSI‐SP), taking into consideration the example of a Concrete Floor Social Program.Design/methodology/approachThe MUSI‐SP methodology has the aim to evaluate the satisfaction of the beneficiaries of social programs, as well as its causes (program practices and perceived quality) and results (measured as trust). The MUSI‐SP methodology for this case study covers the design of a specific structural equation model based on the model for government services and nonprofit organizations of the American Customer Satisfaction Index (ACSI) and a qualitative study, with the help of the design and pilot testing of the questionnaire for measuring satisfaction in a population with a high grade of marginalization, followed by data collected through a national face‐to‐face survey, then the analysis of validity and dependability of the specific structural equation model and the identification of opportunity areas.FindingsThe evaluation shows that the variable “Results” derived by having a concrete floor has a larger impact on “Perceived Quality” and it has the best users’ assessment (86 in a scale from 0 to 100). Furthermore, a high and positive relationship from “Perceived Quality” with “Satisfaction,” and “Satisfaction” with “Trust” were confirmed.Practical implicationsThe MUSI‐SP methodology would be an appropriate indicator as a complement to current evaluations of government social programs, because it shows a path to citizen satisfaction and citizen trust.Originality/valueThe Mexican Concrete Floor Program, illustrated in this paper, aims to increase the quality of life conditions of the citizens through concrete floor installation for housing improvement.

Measuring satisfaction of crop insurance a modified American customer satisfaction model approach applied to Iranian Farmers

Crop insurance is a main tool for coping with different adversities in farming which is an innovation in rural areas. This study proposes an index for measuring farmer's satisfaction levels with crop insurance. The index is based on the American Customer Satisfaction Index (ACSI), having been adapted to the specific needs of this research. Its validity was tested via a multistage, stratified random sample of farmers in Fars province in Iran. The measurement model indicates that the theoretical constructs have adequate reliability and validity while the structural equation model shows a good model fit. Furthermore, the model was found to be valid for two sub-groups of the sample, the formerly insured and the currently insured farmers. Perceived quality, perceived value and farmer's attitude toward crop insurance was found to have strongest effects on farmer's satisfaction levels. The study further confirms that customer satisfaction is the leading factor that determines farmers' loyalty. The results suggest that the proposed model can also be used on past insured clients and can give insights on which dimensions to focus most, eventually bringing them back into insurance arrangements.

Genetic algorithm segmentation in partial least squares structural equation modeling

When applying the partial least squares structural equation modeling (PLS-SEM) method, the assumption that the data stem from a single homogeneous population is often unrealistic. For the full set of data, unobserved heterogeneity in the PLS path model estimates may result in misleading interpretations. This research presents the PLS genetic algorithm segmentation (PLS-GAS) method to account for unobserved heterogeneity in the path model estimates. The results of a simulation study guide an assessment of this novel approach. PLS-GAS allows for uncovering unobserved heterogeneity and identifying different groups within a data set. In an application on customer satisfaction data and the American customer satisfaction index model, the method identifies distinctive group-specific PLS path model estimates which allow for a further differentiated interpretation of the results.

Mensuração da satisfação de clientes com serviços de Fast Food

A satisfação dos clientes tornou-se um dos aspectos mais relevantes para as empresas devido ao aumento das exigências dos consumidores que passaram a usufruir de uma crescente oferta de produtos e serviços. Nesse sentido, vários estudos foram realizados visando a criar e aperfeiçoar modelos, como o Swedish Customer Satisfaction Index, American Customer Satisfaction Index e European Customer Satisfaction Index, para identificar o nível de satisfação dos clientes. O presente artigo tem como objetivo mensurar o nível de satisfação dos clientes com o serviço de fast food, considerando as variáveis referentes a expectativas dos clientes, qualidade percebida, imagem, valor percebido, reclamações e lealdade, que fazem parte do Índice Europeu de Satisfação do Consumidor. A pesquisa realizada é de caráter descritivo e a coleta de dados foi obtida por meio de questionário, composto por 30 questões, aplicado a 210 universitários na cidade de Santa Maria/RS. Para análise dos dados, foi utilizado o método PLS-PM. Os resultados encontrados evidenciam que a variável valor percebido foi a que mais influenciou na satisfação dos clientes, seguida das variáveis qualidade percebida, imagem e expectativa dos clientes. A maioria das hipóteses da pesquisa foram comprovadas, dessa forma, o modelo utilizado demonstrou ser adequado para verificar a satisfação dos clientes em relação aos serviços de fast food.

An application of the American Customer Satisfaction Index (ACSI) in the Jordanian mobile phone sector

PurposeThe purpose of this paper is to investigate customers’ satisfaction associated with mobile phone services in Jordan. The American Customer Satisfaction Index (ACSI) model is used as the framework to examine the causal relationships among customer expectations, perceived quality, perceived value, customer satisfaction, customer complaint and loyalty.Design/methodology/approachThe responses were collected using a structured questionnaire from 447 mobile subscribers in three major universities in Jordan (Jordan, Yarmouk and Mutah Universities).FindingsIt is found that the ACSI model adequately describes the perceptions and behavior of mobile phone users in Jordan. Furthermore, customer expectations, perceived quality and perceived value are important predictors to customer satisfaction, which ultimately results in customer loyalty. In addition, customer satisfaction does not influence customer complaints. The influence of customer complaints on customer loyalty was positive.Research limitations/implicationsIdeally, national customer satisfaction indexing should be conducted in different sectors simultaneously, and the model should be tested periodically. Only then can the results be compared with other countries’ satisfaction indices.Practical implicationsThe absence of the relationship between customer satisfaction and complaints means that dissatisfied customers do not complain and therefore, mobile service providers should encourage customers who are dissatisfied to complain, in order to satisfy their needs and thus turn them into loyal customers.Originality/valueThe paper is an attempt to implement a satisfaction model for the mobile phone sector in Jordan, as one of the most developing countries in this sector within the Arab region.

Conceptual analysis and implementation of an integrated CRM system for service providers

Customer relationship management (CRM) has become a critical issue in services management. Ensuring customer satisfaction and maintaining long-term relationships with customers have become essential for survival amongst competitive service industries. However, few studies have attempted to integrate all relevant factors in a comprehensive model of CRM implementation. The current study addresses this need by proposing a conceptually integrated five-phase model that incorporates elements of CRM, the service-delivery process and customer satisfaction (represented by the extended American Customer Satisfaction Index (ASCI) model). This integrated model of CRM is assessed in an empirical study of 63 leading Taiwanese service firms distributed amongst eight service industries. The implementation levels of various phases of CRM are assessed in a range of service industries by means of a questionnaire survey and in-depth interviews. The results of this empirical study reveal the strengths and weaknesses of various industries in their implementation of CRM. These results also represent a useful benchmarking reference for service organisations that have lower implementation levels in some CRM practices.

An Integrated Model for Customer Relationship Management: An Analysis and Empirical Study

Ensuring customer satisfaction and maintaining long-term relationships with customers have become essential for survival among competitive service industries. The present study addresses this need by proposing a conceptually integrated four-phase model that incorporates elements of customer relationship management (CRM) and customer satisfaction (represented by the extended American Customer Satisfaction Index model). Then, this study formulates structural equation modeling to test various research hypotheses related to the effect of the CRM initiative. An empirical study of 143 leading Taiwanese service firms distributed among seven service industries was conducted. The implementation levels of various constructs, input (customer knowledge), service provision (customer interactions), output quality, perceived quality, perceived value, perception of customer satisfaction, customer loyalty, purchasing intention, and profits of CRM are assessed in a range of service industries by means of a questionnaire survey and in-depth interviews. The results of the empirical study reveal statistically significant influences among various constructs of the CRM integrated model. These results also represent a useful reference for managers of service organizations that could be used to improve the profitability and implementation level of CRM. The present study represents an important investigation in the development of an integrated CRM implementation system for service industries. © 2012 Wiley Periodicals, Inc.

Transfer of Information from Personal Health Records: A Survey of Veterans Using My HealtheVet

Personal health records provide patients with ownership of their health information and allow them to share information with multiple healthcare providers. However, the usefulness of these records relies on patients understanding and using their records appropriately. My HealtheVet is a Web-based patient portal containing a personal health record administered by the Veterans Health Administration. The goal of this study was to explore veterans' interest and use of My HealtheVet to transfer and share information as well as to identify opportunities to increase veteran use of the My HealtheVet functions. Two waves of data were collected in 2010 through an American Customer Satisfaction Index Web-based survey. A random sample of veterans using My HealtheVet was invited to participate in the survey conducted on the My HealtheVet portal through a Web-based pop-up browser window. Wave One results (n=25,898) found that 41% of veterans reported printing information, 21% reported saving information electronically, and only 4% ever sent information from My HealtheVet to another person. In Wave Two (n=18,471), 30% reported self-entering medication information, with 18% sharing this information with their Veterans Affairs (VA) provider and 9.6% sharing with their non-VA provider. Although veterans are transferring important medical information from their personal health records, increased education and awareness are needed to increase use. Personal health records have the potential to improve continuity of care. However, more research is needed on both the barriers to adoption as well as the actual impact on patient health outcomes and well-being.

Customer satisfaction, earnings and firm value

Purpose – The aim of this study is to examine the relationship between customer satisfaction, earnings and firm value.Design/methodology/approach – A model borrowed from the accounting literature – the Ohlson model – is used to consider the impact of customer satisfaction on Tobin's q – a capital market‐based measure of firm performance widely used in marketing research. Data on firm performance is drawn from COMPUSTAT and integrated with data on customer satisfaction from the American Customer Satisfaction Index (ACSI).Findings – Results show that customer satisfaction has a positive impact on firm value. Critically, the authors find that this impact is over and above the impact that earnings has on firm value. They also find that customer satisfaction positively and significantly moderates the earnings‐firm value relationship.Research limitations/implications – Findings are limited to firms covered by the American Customer Satisfaction Index and subject to the assumptions underpinning the Ohlson model.P...

The Relationship Between SERVQUAL, National Customer Satisfaction Indices, and Consumer Sentiment

The focus of this study is to integrate SERVQUAL with a national customer satisfaction index, in this context, the Extended Performance Satisfaction Index Rating framework (EPSI Rating), the European counterpart to the American Customer Satisfaction Index, and to explore the possible relationship with consumer sentiment measures. The data for this study come from the Danish Customer Satisfaction Index 2007. Here approximately 1700 customers evaluated their preferred bank. The questionnaire consists of two parts: the basic EPSI statement, as well as 15 statements covering the five dimensions from SERVQUAL. Furthermore, the respondents answered two questions related to consumer sentiment. The results show that both SERVQUAL and consumer sentiment will be valuable additions to the EPSI Rating framework.

Polish Banking Customer Loyalty: Empirical Data Analysis (Years 2007-2010)

In this article, the authors will try to answer the following question, How does the customer's loyalty in the banking sector change (at both the structural and quantitative levels) in the face of the financial and banking crisis? In order to do that, the authors use their own model of building customer satisfaction and loyalty in the Polish banking sector constructed on the basis of the EPSI (European Performance Satisfaction Index) and ACSI (American Customer Satisfaction Index) models. This article contains the necessary theoretical background and the precise statistical analysis of the obtained empirical data from the Polish banking sector from the years 2007-2010.

Incentivizing CEOs to build customer- and employee-firm relations for higher customer satisfaction and firm value

This research reveals customer- and employee-firm relations to be two routes by which firms can leverage executive incentive structures to create customer and firm value. Analyses of a unique dataset with multiple archival sources show that (1) increases in the proportion of CEOs’ long-term equity-based compensation positively influence actions that build customer- and employee-firm relations as measured by the Kinder, Lydenberg, Domini & Co. (KLD) data source, (2) such effects are stronger in unstable markets, and (3) customer and employee relationship-building actions affect firm value both directly and indirectly via the mediator of customer satisfaction as measured by the American Customer Satisfaction Index (ACSI) data source. The findings have implications for the improvement of customer satisfaction, the role of marketing in the organization, and the design of CEO incentive packages leading to higher customer satisfaction and firm value.