Abstract
The purpose of this paper is to present an overview of the principal methods of measurement of Customer Satisfaction (CS) and to discuss their strengths and limits. Two approaches are dealt with: (i) one-dimensional measurement - namely the measurement of a single variable representing overall satisfaction of the good or the service (the focus here is on measurement scales); (ii) multidimensional measurement, that takes account of all the variables characterizing the CS complex concept. We analyze here compositive models (SERVQUAL) and PLS-Path Models. Finally, we provide some guidelines for possible developments.
Lingua originale | Inglese |
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pagine (da-a) | 277-296 |
Numero di pagine | 20 |
Rivista | Statistica Applicata |
Volume | 18/2 |
Stato di pubblicazione | Pubblicato - 1 gen 2007 |
Keywords
- ACSI
- Customer Satisfaction
- ECSI
- SERVQUAL
- Structural Equations Models