Customer Satisfaction Index Model Research Articles

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.

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.

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.

Customer satisfaction in Taipei mobile phone sector

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

Technology-Based Service Encounters Using Self-Service Technologies in the Healthcare Industry

Although there have been studies discussing the influence of technology-based services on the overall service efficiency and quality of organizations in various industries, very little effort has been devoted to investigating this issue in the healthcare industry. Hospital image is considered to be a crucial factor influencing patients' choice of hospitals, but few studies specifically examine its association with technology-based services. By consulting the model of the European Customer Satisfaction Index, a research model for evaluating the impact of the use of technology-based services on hospital image, patient satisfaction, and patient loyalty in the healthcare industry is developed and examined in this study using survey data collected from 738 patients at two medical centers with an online appointment system. The research results confirm the importance of providing quality, technology-based services in enhancing hospital image, patient satisfaction, and patient loyalty. The implications of this research and suggestions for future work are also discussed.

군수품 특성을 고려한 품질만족도 모델 개발에 관한 연구

Purpose: In the private sector, many Customer Satisfaction Index Models have already been developed and are being applied in a variety of industries. In spite of continuously increasing of quality for military goods, measuring tools of Quality Satisfaction have not been developed yet. Method: In 2004, Defense Quality Assurance Agency and Seoul National University jointly developed MCSI(Military Customer Satisfaction Index) as a benchmark NCSI(National Customer Satisfaction Index), but it is limited to aply to military goods. We focused on product quality and developed MQSI(Military Quality Satisfaction Index) Model. Result: We propose a new Satisfaction Index Model(MQSI, Military Quality Satisfaction Index) that can be applied to military goods. Conclusion: In this study, configuration and variables of MQSI Model are described. Also the result of preliminary survey is briefly explained.

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.

Satisfaction and trust on customer loyalty: a PLS approach

PurposeThe purpose of this paper is to test some antecedents and outcomes of satisfaction in the banking sector in Malaysia.Design/methodology/approachA research model based on the customer satisfaction index (CSI) was developed and tested using structural equation modeling technique with the use of partial least squares (PLS) approach. Data was analyzed using 239 bank customer responses.FindingsThe results showed that satisfaction has a positive effect on trust and this trust leads to loyalty to the bank. Good complaint handling by banks will also elevate satisfaction, trust and loyalty.Research limitations/implicationsThis work contributes to the existing literature on CSI models by introducing customer satisfaction as an antecedent of trust. The findings are limited by the constraints of the number of measures and the participation of banks in this study.Practical implicationsBanks should focus on building credibility trust and benevolence trust with their customers. Commercial service is of the utmost importance, and hence banks should develop strategies and train officers in delivering efficient communication and administrative service, as this will elevate customer satisfaction.Social implicationsThis work contributes to the understanding of customer behavior, needs and preferences, which can help banks to improve customer satisfaction, trust and loyalty.Originality/valueThis paper adds to the existing literature on service satisfaction antecedents and outcomes in a developing country setting. Although there has been some research works on the same issue, their number has been very small in comparison to the literature appearing based on developed countries.

The application of European customer satisfaction index (ECSI) model in determining the antecedents of satisfaction, trust and repurchase intention in five-star hotels in Shiraz, Iran

The main purpose of this study is to examine the relationships of several antecedents of satisfaction, trust and repurchase intention in five-star hotels in Shiraz, Iran. A series of hypotheses was developed from the services marketing literature and built into a 40 item questionnaire administered to 509 customers staying at the five-star hotels in Shiraz, Iran. Each variable is measured using a 7-point Likert-scale: Image (4 items), technical dimension (6 items), repurchase intention (2 items), trust (5 items), price (4 items), perceived value (8 items), functional dimension (5 items) and customer satisfaction (6 items). The European customer satisfaction index (ECSI) was used to measure the strength and direction of the determinants of customer satisfaction trust, and repurchase intention. Goodness of fit for the structural models of hypothesized model shows promising findings. The findings suggest that perceived value most influenced by Image, technical dimension, functional dimension and price. Beside, this study shows that customer satisfaction most influenced by perceived value. Also customer satisfaction has an effect on trust and repurchases intention. Key words: Image, customer satisfaction, repurchases intention, functional dimension, technical dimension, price, trust, perceived value.

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.

Vartotojų pasitenkinimo „Čili pica” picerijų paslaugomis nustatymas

In recent decades, as a result of globalization, environmental instability, and growing competition, customers are becoming tough receivers of information, criticizing products and having large spectrum of choice possibilities. Organizations which seek for a profitable business are forced to find measures for maintaining market shares, attracting and keeping their customers. Unsatisfied with organization’s product consumer will choose a competitor. Therefore, many organizations become consumer oriented. One of the features of consumer-oriented organization is customer satisfaction management. Customer satisfaction is being measured by calculation of customer satisfaction indexes. Many national and international models of customer satisfaction indexes are created. By calculating the index, organization finds out the level of customer satisfaction and main factors which affect satisfaction. By managing latter factors, organization better serves its customers and affects its competitive positions in a market. Moreover, customer satisfaction indexes are being calculated not only for a single company, but for an industries, countries or continents, as well. Catering industry is very popular because of being necessity. There are many catering companies all over the world, as well as in Lithuania. JSC “Cili Holdings” has a biggest net of restaurants in Baltic countries. Pizzerias “Cili pica” are very popular in Lithuania. However, achieving to keep their market share and popularity, the company has to keep their customers satisfied. Therefore, the problem of the research is what is: what is customer satisfaction with services of “Cili pica” pizzerias and what are the factors determining their satisfaction. Accordingly, the object of an article is customer satisfaction with services of pizzerias “Cili pica”, and the aim – to define the factors determining satisfaction based on estimation of customer satisfaction with services of pizzerias “Cili pica”. Questionnaire research was performed to determine customers’ valuations of services provided by chosen pizzerias. Structural equation modelling (SEM) using partial least squares (PLS) path modelling methodology, regression and logical analysis were provided for statistical analysis. A Model of European Customer Satisfaction Index (with a component of customer complaints) was adjusted for the research. Determined indexes of factors affecting customer satisfaction and their generalization imply that customer satisfaction with services of “Cili pica” is low. Pizzerias “Cili pica” stimulate high customer expectations which are not fulfilled with existing quality of products and services. This lowers customer satisfaction. As a result, customer satisfaction with services of “Cili pica” is low and a number of complains is high. Research results let us state that achieving to enhance higher satisfaction company has to make a balance between customer expectations and service quality. However, no results for direct impact of customer expectation on customer satisfaction with pizzerias “Cili pica” were obtained. Analyzing the impact of model’s variables, it was determined that all variables of the model were significant in calculation of customer satisfaction and its consequences for an organization. Based on research results, for pizzerias “Cili pica” it can be recommended the reduction of customer expectations or the enhancement of product and service quality as a tool for customer satisfaction management.

Customer satisfaction, brand trust and variety seeking as determinants of brand loyalty

Loyalty is without doubt a crucial construct in marketing and has major implications for any businesses, since in the modern world it is not sufficient to merely attract new customers – retention and re-purchase is a key component of success. One of the most common determinants of loyalty is customer satisfaction and although it plays a major role, there are other variables, especially intrinsic to the consumer, which also affect loyalty and repurchase behaviour. This paper shows that customer loyalty can be explained by customer satisfaction, perceived value, trust and variety seeking, and shows the direct and indirect effects among those constructs and other constructs. The model suggested by this study may be seen as an extension of the American/European customer satisfaction index (CSI) model. Within the limitations of the study, the theoretical and managerial implications of these findings are discussed. Key words: Customer loyalty, customer satisfaction, perceived value, brand trust, variety seeking, brand switching, structural equation modelling (SEM).

Measuring the efficiency of customer satisfaction and loyalty for mobile phone brands with DEA

The concept of customer satisfaction and loyalty (CS&L) has attracted much attention in recent years. A key motivation for the fast growing emphasis on CS&L can be attributed to the fact that higher customer satisfaction and loyalty can lead to stronger competitive position resulting in larger market share and profitability. Using a data envelopment analysis (DEA) approach, in this study we analyzed and compared CS&L efficiency for mobile phone brands in an emerging telecommunication market, Turkey. The constructs of European Customer Satisfaction Index (ECSI) model are treated and used as input and output indicators of our DEA model. Drawing on the perceptual responses of 251 mobile phone users, the DEA models reveal that from the top six mobile phone brands in Turkey, Nokia features as the most efficient brand followed by LG and Sonny Ericsson in terms of CS&L efficiency, while Motorola, Samsung and Panasonic rank as the least efficient brands.

Descriptive and Diagnostic Study About Customer Satisfaction in Retail Sector

The phenomenal growth in Retail Sector has a great impact on Indian population in rural & urban areas. The Indian retail market, which is the fifth largest retail destination globally, was ranked second after Vietnam as the most attractive emerging market for investment in the retail sector by AT Kearney's seventh annual Global Retail Development Index (GRDI), in 2008. Moreover, in the current competitive scenario when there are multiple players in the market & so many are planning to enter the market, it is not an option, but a necessity to find out the variables, which affect customer satisfaction. The major objectives of the current research paper are:-- To find out the factors affecting Customer Satisfaction in Retail Sector in NCR Region, with special reference to Pantaloon & Spencer-- To find out the factors affecting the choice & the preferences of Retail PlayerFor this research paper, a sample from Delhi, NCR region and Western UP has been chosen to explore all the factors regarding preferences of Retail Player in general The primary data has been analyzed using statistical tools like Factor Analysis, Hypothesis Testing using Chi-Square, Scatter Plotting. American Customer Satisfaction Index (ACSI) Model has been adopted as Research Model, based on which inferences have been drawn.

A study on investigating patient satisfaction of medical centers using Taiwan customer satisfaction index in Taiwan

The study on national customer satisfaction index model has continued to develop prosperously. Almost every developed country (including Taiwan) is planning to study or is setting up their own customer satisfaction index measurement and model. This paper aims to evaluate patient satisfaction of medical centers using the Taiwan Customer Satisfaction Index (TCSI). A survey of 1,200 patients from four medical centers in Taiwan was performed and the valid questionnaires totaled 1,046. The data was analyzed by Structural Equation Modeling (SEM) and the result showed that the biggest factor that impacts customer loyalty is customer satisfaction. Perceived quality and value have a positive effect on customer satisfaction. The conclusion provides valuable comment for medical centers, to develop strategies to increase their competitiveness in Taiwan. Key words: Patient satisfaction, Taiwan customer satisfaction index, medical center.

An Integration of Kano’s Model and Exit‐Voice Theory: A Case Study

The purpose of this study was to examine overall customer satisfaction associated with medical service quality in Taiwan by integrated Kano’s model and customer satisfaction index model. Another purpose was to confirmed nonlinear and asymmetric relationship of Customer Satisfaction and Quality Performance by the research outcome. By analyzing 1,100 patients or their family members, this study used the structural equation model (SEM) with AMOS software for data analysis. The results show that must‐be attributes, one‐dimensional attributes and attractive attributes had a direct effect on overall customer satisfaction, Surprisingly, overall customer satisfaction had positively influenced customer loyalty customer satisfaction had negatively influenced customer complaints. The study also found that customer complaints have direct effect on customer loyalty. Importantly, the study found out the must‐be attributes, the attractive attributes and one‐dimensional attributes increased, the level of overall customer satisfaction also increased. The customer satisfaction positively influences customer loyalty in medical service quality in Taiwan. The findings might reveal new insights for researchers dealing with quality of medical service and for hospital managers who devote resources exclusively to achieving highest possible levels of patient satisfaction.

Modelling and Managing Student Loyalty: A Study of a Norwegian University College

Higher education institutions are becoming increasingly businesslike, a shift that is transforming student loyalty into an important strategic theme for universities and colleges. This paper reports a “cross‐over” study that uses well‐known theories from service marketing in a new context, that of educational services addressing customer perspectives on the student role. The study draws on recent research on National Customer Satisfaction Index models, with loyalty as the ultimate dependent variable. The role of affects is embedded in the model, which also includes student satisfaction and students’ perceptions of the school’s reputation, as well as cognitive quality drivers. Three important findings are reported. First, the main results are in compliance with findings in the general literature on service marketing, strengthening the robustness of this modelling framework. Second, affects seem to be important mediators of quality drivers on satisfaction, and thus indirectly on student loyalty. Third, learning quality is the cognitive antecedent that by far has most influence on loyalty.

Development and Measurement of the Public Library Customer Satisfaction Index(LCSI) Model

Development and Measurement of the Public Library Customer Satisfaction Index(LCSI) Model

Measurement of a Customer Satisfaction Index for Improvement of Mobile RFID Services in Korea

One of the ubiquitous technology fields that have received the most attention recently from technology communities worldwide is mobile radio frequency identification (RFID). Mobile handsets loaded with RFID readers enable the identification and retrieval of information on RFID tagged objects. In Korea, a variety of mobile RFID services are currently being piloted, and their commercial roll-out looks imminent. The goal of this study is to propose, ahead of the commercial launch of mobile RFID services, a customer satisfaction index (CSI) model for this service category and to then measure the CSI to derive practical implications for their providers and pointers related to the improvement of service. A web survey was conducted on Korean mobile phone subscribers who had participated in a mobile RFID pilot program. Using the results of this survey, we tested the CSI model and its hypotheses by employing a partial least-squares-based structural equation model analysis and calculated the index. We further conducted an importance-performance analysis in order to provide insights that may be useful for improving the quality of mobile RFID services.