Academic literature on the topic 'European Customer Satisfaction Index (ECSI)'
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Journal articles on the topic "European Customer Satisfaction Index (ECSI)"
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Ajami, Miguel Pérez, Luis Navarro Elola, and Jesús Pastor. "Validation and improvement of the European Customer Satisfaction Index for the Spanish wine sector." TQM Journal 30, no. 2 (2018): 133–52. http://dx.doi.org/10.1108/tqm-07-2016-0056.
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Purpose A study of the Spanish wine sector, in this case specifically the Designation of Origin (DO) Somontano, requires validation of the European Customer Satisfaction Index (ECSI), which also needs to be improved and adapted to obtain more information on customer satisfaction. The paper aims to discuss this issue. Design/methodology/approach In this paper the ECSI model was applied, based on structural equation modeling (SEM) using the partial least squares. Findings An empirical analysis shows that the importance of customers’ expectations and perceived quality are the most influential factors in achieving satisfaction. Also highlighted in the new model is the linkage between service and product qualities in a unique variable, total quality. Originality/value In addition to validating the ECSI model for DO Somontano, a new innovative implementation was developed and tested to improve the calculation of satisfaction.
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Askariazad, Mohammad Hossein, and Nazila Babakhani. "An application of European Customer Satisfaction Index (ECSI) in business to business (B2B) context." Journal of Business & Industrial Marketing 30, no. 1 (2015): 17–31. http://dx.doi.org/10.1108/jbim-07-2011-0093.
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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.
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Ryglová, Kateřina. "The marketing tools of quality management in tourism services." Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis 59, no. 2 (2011): 257–66. http://dx.doi.org/10.11118/actaun201159020257.
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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.
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Sediawan, MN Lisan. "ANALISIS PERBANDINGAN METODOLOGI CUSTOMER SATISFACTION INDEX DALAM RANGKA PENINGKATKAN PELAYANAN KESEHATAN DI INDONESIA." Jurnal Ilmiah Kesehatan Media Husada 2, no. 1 (2013): 65–76. http://dx.doi.org/10.33475/jikmh.v2i1.109.
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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
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Ryglová, Kateřina, Jana Stávková, and Eva Skoumalová. "Modification and application of ECSI on the Czech service market." Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis 53, no. 3 (2005): 185–94. http://dx.doi.org/10.11118/actaun200553030185.
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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).
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Enrico Ciavolino, Sergio Salvatore, Piergiorgio Mossi, and Marta Vernai. "Quality And Prosumership. Proserv: A New Tool For Measuring The Customer Satisfaction." International Journal of Business and Society 18, no. 3 (2017): 409–26. http://dx.doi.org/10.33736/ijbs.3119.2017.
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The current paper aims to present a new modelfor assessingthe Customer Satisfaction. The model, named Prosumership Service Quality Model (PROSERV), can be seen as an extension ofthe European Customer Satisfaction Index (ECSI), where the centrality of the customer is developed in order to take into account the prosumership as a fundamental part of service quality and satisfaction. The theoretical model has been formalized in 4hypotheses: (HP1) the PROSERV-Q questionnaire has a good level of reliability; (HP2) the PROSERV-Q underlies the three level abstraction modelled by PROSERV; the estimated level of overall satisfactionhas high correlation with the external global satisfaction index (HP3) and Loyalty (HP4).In order to test these hypotheses, the PROSERV -and the associated questionnaire PROSERV-Q –are applied to a sample of 680 customers of services. The theoretical model has been conceptualized as a three levels hierarchical structure, and statistically formalized with the PLS Path Modelling (PLS-PM) with higher-order constructs.Results are consistent with hypotheses, in that providing evidence that the three-level PROSERV model is able to capture the fundamental constitutive components of customer satisfactionand, at same time, affects the loyalty.
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Ryglová, Kateřina, Jitka Machalová, and Ida Vajčnerová. "The specification of consumer satisfaction in tourism with the use of geographic IT tools." Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis 58, no. 6 (2010): 433–44. http://dx.doi.org/10.11118/actaun201058060433.
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Tourism is globally considered to be one of the most prospective and dynamic economic branches. However, with respect to highly competitive environment of tourism it has to be professionally organized and managed. The presented article aims to show possibilities of interconnecting marketing tools with the potential of spatial modelling with the objective of making decision-making processes in tourism easier and more efficient (for companies, clients as well as destination managements). The paper deals with the modification of the customer satisfaction measurement model in tourism with possibilities of spatial modelling tools. In the publication the ECSI model (European Customer Satisfaction Index) is modified for the area of tourism, with respect to the fact that the obtained values of ECSI indexes can be utilized as introductory data for spatial modelling. The potential of the ECSI utilization is seen as a tool for managing decision-making processes in the area of increasing the quality of tourism services by force of a detailed analysis and quantification of customer satisfaction. If we process the date about satisfaction from monitoring CzechTourism, and if we apply the use date on described ESCI model (the part satisfaction), we see, that the visitors are the most satisfaction with helpfulness (interval 73−87 %), namely in South-Bohemian, South-Moravian, and Zlin region, at least in Midle-Bohemian region. Obtaining own data and their following application and evaluation according to the modified ESCI model for all tourist regions will be the part of a follow-up research. The aim will be to summarize recommendations for individual regions in such a way that they have enough information for more successful utilization of their potential for the development of tourism.
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Biscaia, Ana Rita, Maria J. Rosa, Patrícia Moura e Sá, and Cláudia S. Sarrico. "Assessing customer satisfaction and loyalty in the retail sector." International Journal of Quality & Reliability Management 34, no. 9 (2017): 1508–29. http://dx.doi.org/10.1108/ijqrm-03-2015-0039.
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Purpose The effects of customer satisfaction on loyalty have been widely discussed by the academic community. Although the results of the studies reported in the literature are often contradictory, the existence of a relationship between satisfaction and loyalty is acknowledged, despite the influence of moderators and constraints of various kinds. The purpose of this paper is to discuss this relationship in the specific context of the retail sector, since this sector presents major challenges in terms of competition, and efforts placed on customer satisfaction and loyalty are more evident. Design/methodology/approach A survey based on the European Customer Satisfaction Index (ECSI) model was applied to a retail store in Portugal. This model has its roots in Switzerland, where in 1989, Claes Fornell developed a new complementary method for measuring the overall quality of companies’ output, through the calculation of an aggregated customer satisfaction index. The proposed model is based on a set of causal relationships established between a set of constructs. The ultimate goal is to calculate both satisfaction and loyalty indexes as well as to estimate the relationship between both constructs. Structural equation modelling, based on a partial least squares (PLS) estimation methodology, is the statistical technique used to estimate the model parameters, as well as to compare the aggregated indexes. PLS is based on the principles of linear regression and combines multiple regression aspects with factor analysis, in order to estimate a series of interrelated relationships. Findings The results confirm a positive influence of satisfaction on customers’ loyalty to the retail store. The study also shows the importance of the image construct, due to its strong direct effects on satisfaction, which makes it essential for influencing the loyalty index, both directly and indirectly. The impact of the image construct is also evident on the expectations, as the latter has shown a considerable direct effect on perceived quality. Research limitations/implications The study is based on a single case study of a Portuguese sports retail store. In future it would be interesting to study a representative sample of the whole retail sector. Practical implications The study is useful for the specific retail store where it was undertaken to help it devise better customer service, in order to increase satisfaction and loyalty. It is also useful for the entire network of stores for that retailer and other retail chains. Social implications The systematic application of customer surveys to whole sectors of the economy would improve competition, customer service and, ultimately, contribute to development and economic growth. Originality/value The ECSI has been applied to various industry sectors in different countries, including Portugal. It has never been used in the context of the Portuguese retail sector and it adds to the discussion on the relationship between satisfaction and loyalty, which is a pertinent topic of interest for researchers in quality management.
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Sarantidou, Paraskevi. "Enriching the ECSI model using brand strength in the retail setting." European Journal of Management and Business Economics 26, no. 3 (2017): 294–312. http://dx.doi.org/10.1108/ejmbe-10-2017-017.
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Purpose The purpose of this paper is to investigate the role of the retailer’s brand strength as a potential predictor of loyalty. It also examines the role of customer satisfaction (CS) to the retailer’s loyalty as well as its impact on the retailer’s brand strength. Design/methodology/approach The study was conducted in the grocery context and in a market under recession using the European Customer Satisfaction Index (ECSI) model. Data were collected through a telephone survey from 2,000 participants responsible for the household grocery shopping with a quota of 250 respondents from each of the leading grocery retailers in Greece. A formative measurement model was developed and the collected data were analyzed using partial least square path modeling. Findings The findings revealed that the strength of the retailer’s brand and CS influence retail loyalty and that brand strength mediate the strength of CS to loyalty. Results also suggested that the expectations and the perceptions toward the retailer’s product offering are the most important drivers of CS and loyalty. Thus, the study has proved the importance of the functional store attributes to CS and loyalty in the grocery store setting. Originality/value Research examining the suitability of the ECSI model in the grocery setting and in a market under economic crisis is scarce. This paper addresses these shortcomings by examining a customer loyalty model which incorporates the brand strength construct and investigates the role of brand strength as a potential predictor of loyalty as well as the role of CS in the brand strength and loyalty.
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LEITE, RAMON SILVA, and CID GONÇALVES FILHO. "UM ESTUDO EMPÍRICO DA APLICAÇÃO DO ÍNDICE EUROPEU DE SATISFAÇÃO DE CLIENTES (ECSI) NO BRASIL." RAM. Revista de Administração Mackenzie 8, no. 4 (2007): 178–200. http://dx.doi.org/10.1590/1678-69712007/administracao.v8n4p178-200.
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RESUMO Neste artigo implementou-se o modelo de satisfação ECSI (European Customer Satisfaction Index) em uma das principais empresas brasileiras fornecedoras de Enterprise Resource Planning (ERP). O ECSI analisa o relacionamento da satisfação com seus antecedentes (imagem, expectativa, qualidade e valor) e conseqüentes (reclamação e lealdade). Para esta pesquisa, o modelo original foi modificado, retirando-se o construto reclamação. A pesquisa contou com duas fases: na exploratória foram realizadas entrevistas em profundidade e grupo de foco. Na fase descritiva foi realizado um e-survey, com 684 casos válidos. As escalas foram adaptadas de outros estudos, exceto para o construto qualidade, em que uma nova escala foi proposta e validada. O tratamento estatístico foi apoiado por técnicas multivariadas, incluindo a Modelagem de Equações Estruturais. Constatou-se que existe uma relação positiva forte entre imagem, qualidade e satisfação na propensão dos clientes à lealdade. Os resultados da pesquisa são discutidos, bem como suas implicações para futuras pesquisas e para a prática gerencial.
Dissertations / Theses on the topic "European Customer Satisfaction Index (ECSI)"
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Câmara, Arianne Raquel Axiole de Souza. "Determinantes da satisfação e lealdade dos discentes de Programas de Pós-graduação em Ciências Contábeis do Brasil: um estudo a partir da perspectiva do European Customer Satisfaction Index (ECSI)." PROGRAMA DE PÓS-GRADUAÇÃO EM CIÊNCIAS CONTÁBEIS, 2018. https://repositorio.ufrn.br/jspui/handle/123456789/25561.
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Previous issue date: 2018-05-22<br>Esta pesquisa tem por objetivo analisar se o modelo de satisfação European Customer
Satisfaction Index (ECSI), adaptado para a perspectiva discente, representa os determinantes
da satisfação e lealdade dos estudantes dos cursos de pós-graduação stricto sensu em Ciências
Contábeis do Brasil. Para tanto, realizou-se uma pesquisa survey com os estudantes dos 29
programas de pós-graduação stricto sensu em Ciências Contábeis em funcionamento, que são
avaliados pela CAPES. O instrumento de coleta de dados foi um questionário estruturado
composto por 44 questões baseadas no modelo ECSI. Foram coletadas 331 respostas de 26
programas de pós-graduação que, após o tratamento dos dados, resultaram em 311 dados
válidos para análise, alcançando cerca de 90% dos programas ativos. Na análise dos dados,
verificou-se inicialmente os pressupostos estatísticos para a aplicação da análise multivariada
para, em seguida, executar as Análises Fatoriais Exploratória e Confirmatória e,
posteriormente, a Modelagem de Equações Estruturais com a aplicação dos softwares IBM
SPSS® 21.0 e Amos Graphics® 18.0. O estudo atendeu aos critérios estatísticos para sua
validação e com as reespecificações realizadas, utilizando o método de Máxima
Verossimilhança, o modelo conceitual de satisfação discente alcançou adequados índices de
ajustamento de qualidade e se mostrou estável, adequado diante da amostra estudada,
explicando 96,6% da variação da lealdade e 80,6% da satisfação dos pós-graduandos em
Ciências Contábeis do Brasil. Ademais, a análise dos objetivos específicos concluiu, com
base nos resultados apresentados, que o modelo de satisfação ECSI apresentou-se adequado
para analisar a satisfação e a lealdade dos alunos da pós-graduação brasileira, bem como as
outras dimensões que integram o modelo (imagem, expectativas, qualidade percebida, e valor
percebido), que foram mantidas, conforme o modelo concebido originalmente. Por fim, a
investigação dos objetivos específicos constatou que o gênero, a modalidade do curso
(mestrado/doutorado) e a região de origem do programa são atributos que acarretaram
divergência na percepção dos fatores e trajetórias estruturais que integram o modelo de
satisfação discente.<br>This study aims to analyze if the model of satisfaction European Customer Satisfaction Index
(ECSI), adapted for the student perspective, represents the determinants of customer
satisfaction and loyalty of students of courses of stricto sensu post-graduation in Accounting
Sciences in Brazil. Therefore, we carried out a survey research with the students of 29 stricto
sensu post-graduation programs in Accounting Sciences in operation, which are evaluated by
CAPES. The data collection instrument was a structured questionnaire composed of 44 issues,
based on the model ECSI. Were collected 331 responses of 26 programs which, after
treatment of the data, resulted in 311 valid data for analysis, reaching approximately 90% of
active programs. The data analysis, initially found the statistical assumptions for the
application of multivariate analysis, then perform the Exploratory and Confirmatory Factor
Analyzes and, subsequently, the structural equation modeling with the application of the
softwares IBM SPSS® 21.0 and Amos Graphics® 18.0. The study met the statistical criteria
for its validation and with the after some adaptations performed, using the Maximum
Likelihood method, the conceptual model of student satisfaction achieved adequate levels of
quality adjustment and proved to be stable, adequate in the face of the studied sample,
explaining 96.6% of the variation of loyalty and 80.6% of the satisfaction of post-graduates in
Accounting Sciences in Brazil. Furthermore, the analysis of the specific objectives concluded,
based on the results presented, that the model of satisfaction ECSI presented it is appropriate
to analyze the satisfaction and loyalty of graduate students in Brazil, as well as the other
dimensions that comprise the model (image, expectation, perceived quality and perceived
value), which were maintained as the model originally conceived. Finally, the investigation of
specific objectives found that the genus, the modality of the course (master/PHD) and region
of origin of the program are attributes that have resulted in divergence in the perception of the
factors and structural paths that integrate the model of student satisfaction.
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Silvestri, Catherine Simone. "Evaluation des modèles de mesure de la satisfaction des consommateurs de la grande distribution française : Exploitation des données du projet "European Customer Satisfaction Index"." Montpellier 1, 2009. http://www.theses.fr/2009MON10023.
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Cette thèse s’intéresse aux principales méthodes connues pour modéliser la satisfaction et soulève le problème de la colinéarité. Omettre de traiter ce problème peut conduire les utilisateurs à retenir des modèles erronés. Nous savons résoudre ce problème dans les modèles dits exploratoires ou de première génération avec des outils de détection et des méthodes d’ajustements (M. L. G. S sur une sélection de variables, Ridge régression, régression sur composantes principales, régressions P. L. S). Cependant les causes et incidences de la multicolinéarité dans les modèles d’équations structurelles sont encore mal maîtrisées. Deux problèmes sont à dissocier : la multicolinéarité au sein des indicateurs d’un même bloc et le problème de la colinéarité des variables latentes. Après avoir étudié, les modèles théoriques de premières et de seconde génération utilisables sur les données E. C. S. I. De la grande distribution Française, nous avons testé les incidences de la colinéarité des variables manifestes au sein d’un bloc dans le modèle path P. L. S. Nous avons constaté en menant une technique de ré-échantillonnage du JACK-KNIFE que les poids W ne présentent pas toujours un caractère stable. Cette instabilité n’est cependant pas constatée en appliquant la technique du BOOTSTRAP. Avec les mêmes données initiales, les SEM ne produisent pas de résultats admissibles. Au regard de cette expérience, les path P. L. S semblent plus robustes que les SEM face au problème de la colinéarité dans le modèle de mesure de la satisfaction cumulée<br>This thesis focuses on the main methods known to model cumulative satisfaction and raise the problem of multicolinearity. Omit to treat this problem can conduce users to retain false models. We know how to solve this problem with explanatory models (called first generation models) with detecting tools and fitting methods (M. L. G. S on a subset of variable, Ridge regression, Principal component regression, P. L. S regression, canonical analysis, redundancy analysis). However cause and consequence of multicolinearity in structural equation models are not well known. Two problems have to be dissociate : multicolinearity between indicators from the same bloc and colinearity between latent variable. We present theorical model of first and second generation applied on E. C. S. I. Data. Then we test consequences of multicolinearity beetwen manifest variable in a bloc with path model. We note that using re sampling method of JACK-KNIFE that the weight w don’t present stability feature. This unstability is not revealed with the BOOTSTRAP method. We don’t obtain an acceptable model with SEM. We can conclude that path P. L. S model is most robust than S. E. M. To model cumulative satisfaction
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Haasová, Veronika. "Dopady hodnocení spokojenosti zákazníků na marketingový mix." Master's thesis, Vysoké učení technické v Brně. Fakulta podnikatelská, 2016. http://www.nusl.cz/ntk/nusl-234784.
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The diploma thesis „Impacts of Customer Satisfaction Assessments on the Marketing Mix“ analyzes the marketing mix and customer satisfaction provider of long-term accommodation Chillhills Apartments. First chapter summarizes the basic concepts of marketing and customer satisfaction through the European Customer Satisfaction Index ECSI. The main aim of the second chapter is analysis of current marketing mix and quantified client satisfaction conducted marketing research and calculation of ECSI. In the last chapter are recommended specific changes in the marketing mix which would lead to an increase of client satisfaction. The last chapter is about the economic evaluation of the proposed changes and their benefits for a business entity.
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Holánek, Michal. "Spokojenost zákazníků se službami Pulse Fitness v Benešově." Master's thesis, 2016. http://www.nusl.cz/ntk/nusl-342013.
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Title: Customer Satisfaction with the Services of Pulse Fitness in Benešov Objectives: The primary aim of this thesis is to ascertain customer satisfaction with the services of Pulse Fitness in Benešov as well as the main factors which reduce the level of customer satisfaction with said services. The results obtained will be employed as the bases for recommended measures, whose implementation in Pulse Fitness should contribute to an increase in the level of customer satisfaction. Moreover, a secondary aim is to adapt the methodology of the European Customer Satisfaction Index to the area of fitness. Methods: In the thesis, the methodology of the European Customer Satisfaction Index is employed. Electronic questioning was applied for the collection of primary data. Results: The resulting values of the European Customer Satisfaction Index indicate that the customers of Pulse Fitness have an above-average satisfaction with the provided services. However, there are a range of factors which the management of Pulse Fitness should address. Specific resommendations are mentioned. Key words: European Customer Satisfaction Index (ECSI), customer satisfaction, fitness services
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Benda, Ondřej. "Aplikace ECSI (Evropského indexu spokojenosti zákazníka) do prostředí sportu." Master's thesis, 2013. http://www.nusl.cz/ntk/nusl-323515.
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Title: Applying the European Customer Satisfaction Index in the area of sport Objectives: The main objective of this paper is to determine customer satisfaction of the Czech Association Sport for All (ČASPV) using the methodology of the European Customer Satisfaction Index (ECSI) and following the results of the research propose recommendations. The sub-objectives include modification of the ECSI methodology for the area of sport and comparison of the resulting ECSI index values in terms of the quality management system applied in ČASPV, different methods of determining the weights of measurable variables and already conducted research in the Czech commercial environment. Methods: The work uses, through the methodology of the European Customer Satisfaction Index (ECSI), the method of quantitative marketing research. For the primary data collection from ČASPV agents and clients, electronic and written inquiries were used. Results: According to the resulting ECSI index values, ČASPV clients have been very satisfied with the services and activities of the Association. In terms of the quality management system applied in ČASPV, the Sport for All (SPV) union group, which is linked to the system, achieved a higher ECSI value. When compared with already completed studies at commercial entities, the total...
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Silva, Inês Mendes de Sousa Baptista da. "The impact of questions rotation in response accuracy." Master's thesis, 2012. http://hdl.handle.net/10362/8404.
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Dissertação apresentada como requisito parcial para obtenção do grau de Mestre em Estatística e Gestão de Informação<br>In market research, with regard to measuring customer satisfaction, it is necessary to translate clearly and concisely the respondent's perception in which concerns the different questions under consideration. Therefore, problems relating to the questions presented in questionnaires are quite frequent, both regarding to the characteristics of the question itself, like the type of scale to be used or the number of scale items, and the position of the question in the questionnaire like sequence of the questions or grouping questions.
The main goal of studying the items rotation in the questionnaire is to understand behaviors that can reduce the response accuracy.
In this study, it was used the effect of rotating questions in a questionnaire with view to conclude how this can or cannot influence the answers of the respondents. To perform this analysis it was used the survey “ECSI-Index National Customer Satisfaction” (area of telecommunications), which was divided into two blocks to check for differences in responses depending on the question’s rotation in the questionnaire.
We conclude that there are no significant differences between the responses given in both circumstances: with item rotation and without rotation.
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KAO, CHIA-HUNG, and 高嘉宏. "A Study on Food Court for Department Store Use European Customer Satisfaction Index Model." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/sm6fu4.
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碩士<br>朝陽科技大學<br>休閒事業管理系<br>106<br>Purpose: This study aimd to analyze differences among Food Court customer from various backgrounds in European Customer Satisfaction Model and understood the loyalty of them; Methods: The main research subjects were Food Court customers for department store in Taichung by random sampling. 722 valid questionnaires were used for analysis with an 96.2 % of recovery ratio. The main research methods are descriptive statistics, analysis of variances and path analysis by Statistical Package for Social Science 19.0 for Windows (SPSS 19.0 for Windows) and Mplus 7.0 Statistical Data Analysis Software; Results: (1)The most of Food Court customers are female, the age of 21 to 30 years old, students, university graduated, income less than NT$20,000 monthly, and to go Chungyo Department Store. (2) Consumers have a high level of awareness and feeling of the department store food court. (3) The age, educational background, income and location in European Customer Satisfaction Model were significantly different, not sex and career. (4) Perceived value and customer satisfaction on expectations have a significant effect, perceived value and customer satisfaction on perceived quality of “hard ware” have a significant effect, Perceived value and customer loyalty on perceived quality of “human ware” have a significant effect, customer satisfaction on perceived value has a significant effect, and customer loyalty on customer satisfaction has a significant effect. But perceived value and customer loyalty on image don’t have a significant effect; Conclusion: Each food court for department store needs to shape its unique image and expands its multi-ethnic group. Enhancing consumers' expectations of it, and increasing the cognition of products and services will make consumers more satisfied and loyalty rise.
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Magalhães, Sara Henriques de Jesus Paninho. "The differential effects of switching costs and attractiveness of alternatives on customer loyalty." Master's thesis, 2009. http://hdl.handle.net/10362/8416.
Full textAbstract:
Dissertação apresentada como requisito parcial para obtenção do grau de Mestre em Estatística e Gestão de Informação.<br>There is an increasing recognition among marketing scholars and practitioners of the importance of the influence of
switching costs and attractiveness of alternatives in the relationship between customer satisfaction and customer
loyalty. To date, however, there is a lack of research about the process through which these variables influence the
satisfaction-loyalty relationship. This dissertation aims to evaluate the importance of switching costs and
attractiveness of alternatives in explaining customer loyalty. Using a revised model of the European Customer
Satisfaction Index (ECSI), applied to the banking industry, this study intends to include switching costs as perceived
by customers and the attractiveness of alternatives as independent antecedents of customer loyalty and as
moderators of the impact of satisfaction on loyalty. Both direct and moderating effects of switching costs and
attractiveness of alternatives are tested, using a methodology based on structural equation models. The main
findings of this study indicate that both constructs influence loyalty directly and the strength of the satisfaction-loyalty
relationship.
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Pecegueiro, José António de Freitas Vargas. "Questionário de satisfação do utente e do profissional : impacto num laboratório de análises clínicas." Master's thesis, 2015. http://hdl.handle.net/10362/15719.
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RESUMO: Temos assistido a uma evolução impressionante nos laboratórios de análises clínicas, os quais precisam de prestar um serviço de excelência a custos cada vez mais competitivos. Nos laboratórios os sistemas de gestão da qualidade têm uma importância significativa nesta evolução, fundamentalmente pela procura da melhoria continua, que ocorre não só ao nível de processos e técnicas, mas também na qualificação dos diferentes intervenientes. Um dos problemas fundamentais da gestão e um laboratório é a eliminação de desperdícios e erros criando benefícios, conceito base na filosofia LeanThinking isto é “pensamento magro”, pelo que é essencial conseguir monitorizar funções críticas sistematicamente. Esta monitorização, num
laboratório cada vez mais focalizado no utente, pode ser efetuada através de sistemas e tecnologias de informação, sendo possível contabilizar número de utentes, horas de maior afluência, tempo médio de permanência na sala de espera, tempo médio para entrega de análises, resultados entregues fora da data prevista, entre outros dados de apoio à decisão. Devem igualmente ser analisadas as reclamações, bem como a satisfação dos utentes quer através do feedback que é transmitido aos funcionários, quer através de questionários de satisfação. Usou-se principalmente dois modelos: um proposto pelo Índice Europeu de Satisfação do Consumidor (ECSI) e o outro de Estrutura Comum de Avaliação (CAF). Introduziram-se igualmente dois questionários: um apresentado em formato digital num posto de colheitas, através de um quiosque eletrónico, e um outro na página da internet do laboratório, ambos como alternativa ao questionário em papel já existente, tendo-se analisado os dados, e retirado as devidas conclusões. Propôs-se e desenvolveu-se um questionário para colaboradores cuja intenção foi a de fornecer dados úteis de apoio à decisão, face à importância dos funcionários na interação com os clientes e na garantia da qualidade ao longo de todo o processo. Avaliaram-se globalmente os resultados sem que tenha sido possível apresentá-los por política interna da empresa, bem como se comentou de forma
empírica alguns benefícios deste questionário. Os principais objetivos deste trabalho foram, implementar questionários de satisfação eletrónicos e analisar os resultados obtidos, comparando-os com o estudo ECSI, de forma a acentuar a importância da análise em simultâneo de dois fatores: a motivação profissional e a satisfação do cliente, com o intuito de melhorar os sistemas de apoio à decisão. ------------------------ ABSTRACT: We have witnessed an impressive development in clinical analysis laboratories, which have to provide excellent service at increasingly competitive costs, quality management systems have a significant importance in this evolution, mainly by demanding continuous improvement, which does not occur only in terms of processes and techniques, but also in the qualification of the various stakeholders. One key problem of managing a laboratory is the elimination of waste and errors, creating benefits, concept based on Lean Thinking philosophy, therefore it is essential be able to monitor critical tasks systematically. This monitoring, in an increasingly focused on the user laboratory can be accomplished through information systems and technologies, through which it is possible to account the number of clients, peak times, average length of waiting room stay, average time for delivery analysis, delivered results out of the expected date, among other data that contribute to support decisions, however it is also decisive to analyzed complaint sand satisfaction of users through employees feedback but mainly through satisfaction questionnaires that provides accurate results.
We use mainly two models one proposed by the European Index of Consumer Satisfaction (ECSI), directed to the client, and the Common Assessment Framework (CAF), used both in the client as the employees surveys. Introduced two questionnaires in a digital format, one in the central laboratory collect center, through an electronic kiosk and another on the laboratory web page, both as an alternative to survey paper currently used, we analyzed the results, and withdrew the conclusions. It was proposed and developed a questionnaire for employees whose intention would be to provide
useful data to decision support, given the importance of employees in customer interaction and quality assurance throughout the whole clinical process, it was evaluated in a general way because it was not possible to show the results, however commented an empirical way some benefits of this questionnaire.
The main goals of this study were to implement electronic questionnaires and analyze the results, comparing them with the ECSI, in order to emphasize the importance of analyzing simultaneously professional motivation with customer satisfaction, in order to improve decision support systems.
Book chapters on the topic "European Customer Satisfaction Index (ECSI)"
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Ertl, Robert. "Evaluation der Erhebungsansätze des European Customer Satisfaction Index (ECSI) und des Deutschen Kundenbarometers." In Nationale Kundenbarometer im Vergleich. Deutscher Universitätsverlag, 2001. http://dx.doi.org/10.1007/978-3-322-91455-2_3.
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Ruda, Tomas, and Jan Sima. "The European Customer Satisfaction Index and its usage in the area of sport." In Contemporary Sport Marketing. Routledge, 2017. http://dx.doi.org/10.4324/9781315265490-7.
Full textConference papers on the topic "European Customer Satisfaction Index (ECSI)"
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Navarro, Luis, Jesus Pastor, Ana Clara Pastor, and Adrian Archanco. "Is Origin Denomination an Important Marketing Strategy? The Case of Spanish Wine Industry." In International Conference on Eurasian Economies. Eurasian Economists Association, 2010. http://dx.doi.org/10.36880/c01.00110.
Full textAbstract:
This investigation work consists on an analysis with the model European Customer Satisfaction Index (ECSI), in order to know the influence that has belonging to an Origin Denomination in the wine sector. So, we’ve made a marketing research directed to the particular case of Somontano’s Wine Origin Denomination which acts as an “umbrella” brand for many wineries of Aragón (Spain). Simultaneously these wineries have their wines under different brands. This study tries to find out if to belong to a DO benefits the wineries. Possibly “strong” wineries improve the image of Somontano’s DO and other wineries of the zone. Young wineries benefit themselves with the image old ones have earned. It brings us to a question about if DO Somontano and their customers satisfaction are related or not. Model ECSI allows us to determine consumers’ satisfaction aabout a certain product or service. It also demonstrates the relations existing between satisfaction and other factors that take part on purchase.