European Customer Satisfaction Index Research Articles

English

This paper analyzes the differences between customer satisfaction in the catering industry in two different countries: Lithuania and Portugal. The adjusted European Customer Satisfaction Index is applied for the measurement of the customer satisfaction in the catering industry. Data were collected in 2014, with the aim to identify the key factors that could affect the customer satisfaction in the catering industries in these two countries. The results indicate that the determinants of customer satisfaction with catering facilities are quite similar in both countries. Eight structural relations are significant: image influences expectations and loyalty; expectations influence perceived quality; perceived quality influences perceived value and satisfaction; perceived value influences satisfaction; and satisfaction influences loyalty and complaints. Three statistically non-significant direct causal relations are presented: complaints do not influence loyalty; expectations do not influence perceived value as well as satisfaction. Only one country-specific relation is detected: the effect of image on satisfaction is statistically significant only for Portuguese consumers.

An application of European Customer Satisfaction Index (ECSI) in business to business (B2B) context

Purpose – This paper aims to examine the most important antecedents of customer loyalty in business-to-business (B2B) context using European Customer Satisfaction Index (ECSI) model. Design/methodology/approach – A questionnaire is designed consisting of measures of customer loyalty gathered mainly from previous related studies. A survey of business customers in construction and mining equipment industry in Iran is conducted, and a total of 90 responses are obtained. The collected data are analyzed according to the structural equation modeling technique using partial least square path modeling software. Findings – The ECSI model shows sufficient explanatory power in explaining loyalty in the B2B context. Adding trust to the original model leads to a better explanation of loyalty in the proposed model. In this model, corporate image is the main route to predict loyalty, while satisfaction, complaint handling and trust also are important. Although there is no direct effect of perceived quality, perceived value and expectation on loyalty, their total impact is considerable which is mediated through satisfaction. Research limitations/implications – The research should be expanded to other B2B sectors to validate its findings in different industries. Future research can also assess the impact of moderating variables. Originality/value – Most previous customer loyalty models concern business-to-consumer (B2C) rather than the B2B context. Moreover, research examining the suitability of the ECSI model in B2B is scarce. This paper addresses these shortcomings by examining a holistic customer loyalty model which incorporates some overlooked constructs as corporate image, expectation and complaint handling from the ECSI model. The proposed model, also adds trust which is not incorporated in national indices despite its importance in predicting loyalty.

Modifikace a aplikace ecsi na trhu služeb v českém prostředí

Considering contemporary trends in development of the world’s economy, all kinds of companies are made to analyse and implement new access to firm’s strategies. This article deals with new trends in marketing analysis focused on measurement and evaluation of customer satisfaction. We tried to apply methodology of ECSI (European customer satisfaction index) into Czech service market. We counted the total customer satisfaction indexes for two chosen travel agencies (85% for the first travel agency, and 74% for the second one) and for two chosen banks (72% for the first bank, and 82% for the second one).

The marketing tools of quality management in tourism services

The paper aims to show possible approaches towards managing the quality of services in tourism. With respect to the character of services it is necessary to pay regard to their specifications, such as especially their intangibility, perishability and heterogeneity. So it is rather difficult to measure the quality of a service, but it can be successfully evaluated according to the satisfaction of a customer. The example of a possible utilization of the ECSI model (ECSI: European Customer Satisfaction Index) concerning the analysis of customer satisfaction for the area of tourism is a part of this paper. In the phase of applying and verifying the suggested modification of the ECSI model the technique of electronic questioning have been used. The total satisfaction index measured by the ECSI method reached 54% for Czech Railways/České Dráhy, 79% for Student Agency and 72% for Tourbus. The results of the customer satisfaction analysis by the ECSI method can simplify decision-making not only from the position of a manager or a businessperson but they can also simplify the process of decision-making for a customer when selecting a destination, a firm, or possibly when purchasing a service or a product.

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

Universal structure modeling approach to customer satisfaction index

PurposePrevious researches have proven that customer satisfaction and loyalty are affected by complicated relationships and are challenging to European customer satisfaction index (ECSI) model. Existing approaches mostly limit their hypotheses to linear relationships, which hinder much information that would lead to better modeling and understanding the relationship between customer satisfaction and loyalty. The purpose of this paper is to reveal potential nonlinear and interaction effects that might be embedded in antecedents of ECSI by exemplifying it in Turkish telecommunications sector.Design/methodology/approachThis papar has justified the validity and reliability of the ECSI model implementation in Turk Telekom Company. The path models are tested via conventional structural equation modeling (SEM) and using a novel method, i.e. universal structure modeling with Bayesian neural networks.FindingsThe findings of this study reveal that quality has the most important impact on customer satisfaction. The next important construct was found to be the company image. The relationship between customer expectation and customer satisfaction was revealed to be insignificant. This study reveals the fact that while using the ECSI model more attention must be paid to the consideration of potential nonlinear relationships that might be available among model constructs.Originality/valueThis research presents uniqueness in that it reveals significant nonlinear relationships between the model constructs of the ECSI model. Previous studies have identified purely linear relationships, which may not hold true in reality. However, in this study it is revealed that improving one determinant of customer satisfaction may not be as worthy as it is assumed to be in theory, which refers to a nonlinear relationship.

Determination of customer satisfaction with supermarkets in Lithuania

Customers are one of core success drivers for an organization. Satisfied customers return to organization, make repeat purchases, recommend company to others. Customer satisfaction with supermarkets in Lithuania is being analyzed in the article. The aim of the article is to define the factors determining satisfaction based on estimation of customer satisfaction with supermarkets in Lithuania. The research is based on adapted methodology of European Customer Satisfaction Index. Research results highlighted models variables which should be enhanced for the enforcement of customer satisfaction with supermarkets in Lithuania.

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.

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.

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.

Creating customer loyalty through service customization

PurposeAlthough practitioners and scholars alike embrace service customization as a possibly powerful management instrument, its impact on customer relationships as well as contingencies for its effective application are not well understood. Drawing from relationship marketing and exchange theory, this paper aims to develop a model of customer relationship outcomes of service customization and the efficacy of service customization.Design/methodology/approachTwo large‐scale, representative, cross‐sectional studies in different service industries based on the European Customer Satisfaction Index framework are conducted, and PLS path modeling is applied to test the model.FindingsCustomization increases perceived service quality, customer satisfaction, customer trust, and ultimately customer loyalty toward a service provider. Customization has both direct and mediated effects on customer loyalty and interacts with the effects of customer satisfaction and customer trust on loyalty.Research limitations/implicationsService customization is a viable instrument for relationship marketing. Its efficacy depends on customer satisfaction and customer trust. While this study solely focuses on the impact of service customization, future research could assess the relative importance of service customization in the presence of other relationship marketing instruments.Practical implicationsService providers can use service customization as an effective instrument for achieving not only higher customer satisfaction, but also higher customer loyalty. Service customization is most effective for companies that have deficits in satisfying their customers, while at the same time their customer relationships are characterized by a high level of trust. These results help managers to decide upon resource allocation to enhance customer satisfaction, trust and loyalty.Originality/valueThis paper investigates the simultaneous effects of service customization on customer loyalty and other relationships variables and offers new insights relatively to the nature and size of customization effects. It fills an important gap in the knowledge of customization outcomes, and clarifies under which circumstances service customization is most effective. The paper is of great value for service providers that face the decision whether to customize their offering or not.

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.

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.

An integrated framework based on the ECSI approach to link mould customers' satisfaction and product design

Customer satisfaction (CS) and retention are key issues for organisations in today's competitive market place, making its proper evaluation a main concern for companies. Recently, the European Customer Satisfaction Index (ECSI) has been assumed as a reliable and independent frame-of-reference way of assessing CS. This article describes one framework based on ECSI, which attempts to evaluate the factors that contribute to CS for the Portuguese moulds industry. In order to pursue this goal, an ECSI model, specific for the injection mould industry, was designed and tested. Owing to the characteristics of the gathered data, partial least squares was used to estimate model parameters. The estimated model, which shows validity and reliability, demonstrates an excellent capacity for explaining CS (80.4%), as well as loyalty (58.2%). We also propose an approach to link the ECSI model parameters to the generation and evaluation of design solutions for moulds. This linkage allows us to identify the critical factors for achieving high levels of molds' design quality, through analytical hierarchical process (AHP) ranking, and to determine the impact of mould's design solutions over CS and retention.

Comparação entre os modelos norte-americano (ACSI) e europeu (ECSI) de satisfação do cliente: um estudo no setor de serviços

O objetivo central deste trabalho é comparar os modelos norte-americano (ACSI) e europeu (ECSI) de satisfação do cliente, preservando as relações estruturais entre as variáveis latentes tal como originalmente estabelecidas. Para tanto, optou-se por uma abordagem quantitativa, centrada na modelagem de equações estruturais por meio da análise fatorial confirmatória. Foram pesquisados 2.145 clientes de empresas do setor de serviços, atuantes no Estado de Minas Gerais. Os principais resultados indicaram que o ACSI pode mensurar a satisfação de maneira mais precisa do que o ECSI. Outro aspecto é que a reclamação apresentou um efeito significativo sobre a satisfação e a lealdade com o serviço prestado.

대학도서관의 이용자만족도와 충성도에 관한 연구 - K대학도서관의 이용자를 대상으로 -

The research purpose for this paper is adopt the European Customer Satisfaction Index(ECSI) on a survey performed on library users to measure users` satisfaction and loyalty factors. A questionnaire is designed to integrate measurement into the library`s management system for visual analysis of what users expect from library. Results from the survey show that users expect more improvement in the library environment and collection of printed publications section. Conclusion from the survey. we were able to make the following suggestions to satisfy user expectations: (1) improve library environment (2) increase collections of printed publications and periodical to meet readers` demands (3) offer more fiendly and helpful user service.

An Augmented Model of Customer Loyalty for Organizational Purchasing of Financial Services

ABSTRACT Purpose. To understand how the drivers of loyalty in business-to-business (B2B) markets for financial services might be moderated by short- versus long-term relational orientation to help companies in those markets optimize the allocation of their marketing resources. Methodology/Approach. The basis of this study was the European Customer Satisfaction Index (ECSI) model of customer loyalty, which was relevant for this B2B market because the ratio of customers to suppliers was large and, therefore, similar to a business-to-consumer (B2C) market. Partial least squares (PLS) was used to estimate the ECSI model in two groups defined by a median split on Ganesan's (1994) buyer's relational orientation (BRO) scale. Findings. Buyer's relational orientation was a significant moderator of several relationships in the ECSI model. For buyers with a higher (long-term) BRO, loyalty was driven by satisfaction, corporate image, product quality, and service quality. For buyers with a lower (short-term) BRO, what little loyalty existed was driven by product quality alone, rather than service quality, image, or satisfaction. Originality/Value/Contribution. This study demonstrates the usefulness of testing for differences in the drivers of loyalty for customers with short-versus long-term relational orientation. The management implications are the usefulness of adopting a portfolio approach to managing financial services customers by (1) segmenting customers into high and low BRO groups and (2) implementing different marketing approaches for these two segments.

An assessment of technology-based service encounters & network security on the e-health care systems of medical centers in Taiwan.

BackgroundEnhancing service efficiency and quality has always been one of the most important factors to heighten competitiveness in the health care service industry. Thus, how to utilize information technology to reduce work load for staff and expeditiously improve work efficiency and healthcare service quality is presently the top priority for every healthcare institution. In this fast changing modern society, e-health care systems are currently the best possible way to achieve enhanced service efficiency and quality under the restraint of healthcare cost control. The electronic medical record system and the online appointment system are the core features in employing e-health care systems in the technology-based service encounters.MethodsThis study implemented the Service Encounters Evaluation Model, the European Customer Satisfaction Index, the Attribute Model and the Overall Affect Model for model inference. A total of 700 copies of questionnaires from two authoritative southern Taiwan medical centers providing the electronic medical record system and the online appointment system service were distributed, among which 590 valid copies were retrieved with a response rate of 84.3%. We then used SPSS 11.0 and the Linear Structural Relationship Model (LISREL 8.54) to analyze and evaluate the data.ResultsThe findings are as follows: (1) Technology-based service encounters have a positive impact on service quality, but not patient satisfaction; (2) After experiencing technology-based service encounters, the cognition of the service quality has a positive effect on patient satisfaction; and (3) Network security contributes a positive moderating effect on service quality and patient satisfaction.ConclusionIt revealed that the impact of electronic workflow (online appointment system service) on service quality was greater than electronic facilities (electronic medical record systems) in technology-based service encounters. Convenience and credibility are the most important factors of service quality in technology-based service encounters that patients demand. Due to the openness of networks, patients worry that transaction information could be intercepted; also, the credibility of the hospital involved is even a bigger concern, as patients have a strong sense of distrust. Therefore, in the operation of technology-based service encounters, along with providing network security, it is essential to build an atmosphere of psychological trust.

An application of the ECSI model as a predictor of satisfaction and loyalty for backpacker hostels

PurposeTo determine which factors account for customer satisfaction with a service and their loyalty to a given service provider, in the particular, context of “backpacking” in Australia, a significant element of the country's hospitality and tourism economy.Design/methodology/approachA series of hypotheses was developed from the services marketing literature and built into a 52 item questionnaire administered to 281 backpackers staying at the three youth hostels in Australia, who thus responded whilst actually experiencing the service encounter rather than in recalling it later. The European Customer Satisfaction Index (ECSI) was used to measure the strength and direction of the determinants of customer satisfaction, and the impact that the antecedents of satisfaction had on loyalty to the generic provider.FindingsThe results of confirmatory factor analysis of the questionnaire responses suggest that brand image is a predictor of satisfaction with a hostel, while perceived value indicates a degree of loyalty towards the “brand”.Research limitations/implicationsThe ECSI model's generic measuring criteria limit its generalisability. Further, research could usefully investigate other variables applicable to both hostels and conventional hotels to be included in a measurement model of satisfaction and loyalty for the whole hospitality industry.Practical implicationsBackpacker hostels are an example of experienced‐based service encounters with few clear comparative advantages. The marketing of the generic brand must therefore foster a brand image congruent with the experience actually delivered and the potential customers' expectations of it, thereby reducing decision risk.Originality/valueThe unusual context and particular methodology cast fresh light on an important challenge for marketing planners in the service industries.