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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.
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Cruz, Franciane Cougo da, Anderson Cougo da Cruz, and Paulo Sergio Ceretta. "Mensuração da satisfação dos usuários do sistema municipal de estacionamento rotativo pago." urbe. Revista Brasileira de Gestão Urbana 9, no. 1 (2016): 19–34. http://dx.doi.org/10.1590/2175-3369.009.001.ao02.
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Resumo A pesquisa identifica a percepção dos usuários do serviço público de estacionamento rotativo pela aplicação do modelo European Customer Satisfaction Index (ECSI). O estudo mensurou as relações que envolvem usuários do sistema, uma vez que é necessário conquistar a lealdade deles por intermédio da maximização da sua satisfação e, ainda, identificar aspectos considerados como valores importantes para o cliente. Para a quantificação dessa satisfação, utilizou-se o ECSI, modelo estimado pelo método Partial Least Squares-Path Modeling (PLS-PM), que se caracteriza por sua robustez diante de modelos estruturais compostos por dados com falta de normalidade. Foram coletados dados por meio de questionários aplicados, de forma não aleatória, a 401 usuários do sistema na cidade de Bagé, no Estado do Rio Grande do Sul. Os resultados concluem que o usuário considera o serviço satisfatório, e que esse constructo foi mais afetado pela expectativa e imagem do serviço. Os constructos diferem de forma sistemática para renda e idade. À medida que aumentam esses fatores, a tendência é de que exista uma melhor avaliação do sistema de estacionamento rotativo.
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Zhang, Chunqin, Daoyou Wang, Anning Ni, Xunyou Ni, and Guangnian Xiao. "Different Effects of Contractual Form on Public Transport Satisfaction: Evidence from Large- and Medium-Sized Cities in China." Sustainability 11, no. 19 (2019): 5453. http://dx.doi.org/10.3390/su11195453.
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This paper discusses and explores the different effects of contractual forms on the satisfaction with public transport (PT) at different urban scales. Using public transport systems in 12cities in China as the focus (four large-I-sized cities, four large-II-sized cities, and four medium-sized cities), a measurement model of the passenger satisfaction index (PSI) is constructed and estimated on the basic of the adjusted European Customer Satisfaction Index (ECSI) and Partial least square-structural equation model (PLS-SEM), respectively. Then, a two-stage truncation regression bootstrap model is proposed to assess the different effects between them. The major findings of this study are summarized as follows: (1) different effects of contractual forms on PT satisfaction in large- and medium-sized cities are confirmed. (2) In large-I-sized cities and lager II sized cities, operators supervised by management contracts incite higher PT satisfaction levels than those supervised by gross and net cost contracts. (3) In medium-sized cities, operators supervised by gross cost contracts provide incentives to be the satisfaction compared to those of management and net cost contracts. According to different urban scales, different and appropriate contractual forms and supervision mechanisms should be chosen to regulate public transport services.
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Sulistiono, Sulistiono, and Budi Setiawan. "Faktor-Faktor Pembentuk Kepuasan Pelanggan Minyak Goreng Bermerek Di Kota Bogor Berbasis Model Partial Least Square." Jurnal Ilmiah Manajemen Kesatuan 1, no. 3 (2013): 273–82. http://dx.doi.org/10.37641/jimkes.v1i3.276.
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Kepuasan pelanggan merupakan inti dari setiap bisnis, dalam jangka pendek sebagai upaya untuk meningkatkan revenue dan profit, sedangkan dalam jangka panjang dapat membangun loyalitas dan memperkuat merek. Beberapa model kepuasan pelanggan yang telah digunakan pada beberapa Negara, seperti di Eropa (ECSI/ European Customer Satisfaction Index), Amerika (ACSI/American Customer Satisfaction Index), menggunakan model Partial Least Square (PLS). Minyak goreng bermerek memiliki market size mencapai Rp 12 Triliun setiap tahunnya. Persaingan minyak goreng bermerek semakin tinggi, sebagaimana ditandai dengan jumlah merek yang bertambah dan semakin menurunnya penetrasi konsumsi minyak terhadap GDP per kapita di Indonesia. Berdasarkan data Top Brand di Indonesia selama 10 tahun terakhir, terlihat bahwa sebuah merek minyak goreng superior dalam 3 tahun terakhir mulai mengalami penurunan. Hal ini merupakan salah satu indikator berkurangnya pangsa pasar sebagai akibat dari loyalitas pelanggan yang menurun meskipun kepuasannya tetap. 
 Penelitian ini bertujuan untuk menjawab permasalahan (a) Bagaimana hubungan kausalitas yang terjadi di antara peubah-peubah latent, sebagai faktor penting dalam pembentukkan kepuasan pelanggan, (b)Apakah kepuasan pelanggan secara keseluruhan berpengaruh secara nyata terhadap loyalitas pelanggan, dan (c) Bagaimana bentuk terbaik dari model Partial Least Square kepuasan pelanggan. Metode penelitian menggunakan metode survey, di wilayah Kecamatan Bogor Barat, dan Kecamatan Tanah Sareal. Sampel berukuran 100 orang responden secara nonprobability. Hasil penelitian menunjukkan bahwa hubungan kausalitas yang terjadi di antara peubah-peubah latent pembentuk kepuasan pelanggan, seluruhnya memiliki hubungan kausalitas yang positif dan nyata. Faktor-faktor penting pembentuk kepuasan pelanggan yang telah ditetapkan dalam model Partial Least Square (PLS), memiliki pengaruh yang positif dan nyata terhadap loyalitas pelanggan. Bentuk model PLS terbaik dari kepuasan pelanggan minyak goreng di Kota Bogor, adalah dengan mengeluarkan indikator IMAGE3 pada peubah latent Image dan indikator LOYAL1 pada peubah latent Loyalty.
 
 Kata kunci: model partial least square, kepuasan pelanggan, pereferensi konsumen
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Chacha, Rolando, Milton López, and Alexandra Viñan. "MEDICIÓN ESTADÍSTICA DE LA CALIDAD DEL SERVICIO INSTITUCIONAL EN INSTITUCIONES DE EDUCACIÓN SUPERIOR, A TRAVÉS DE LA PERCEPCIÓN DE LA SATISFACCIÓN ESTUDIANTIL." Ciencia Digital 2, no. 4.1. (2018): 79–104. http://dx.doi.org/10.33262/cienciadigital.v2i4.1..191.
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Las instituciones de educación superior (IES) como cualquier institución pública o privada ofrece distintos servicios, los más relevantes relacionados al aspecto académico. El objetivo de esta investigación es medir estadísticamente la calidad del servicio institucional, a través de la percepción de la satisfacción estudiantil. El estudio se desarrolló en la Escuela Superior Politécnica de Chimborazo (Espoch), con los estudiantes matriculados en el periodo Octubre 2017- Marzo 2018. Para el levantamiento de información primaria se aplicaron encuestas estructuradas en 7 bloques de preguntas, que constituyen las variables latentes en estudio. Se consultaron 33 preguntas cada una representa una variable de medición, el número de estudiantes consultados provienen de una muestra de 1000 estudiantes. Se analizaron los datos utilizando la técnica estadística Modelo de Ecuaciones Estructurales (MEE), que tiene la capacidad de representar conceptos no observables, para la investigación se consideró las variables latentes del modelo European Customer Satisfaction Index (ECSI): Imagen, Expectativa, Hardware, Software, Valor Percibido, Satisfacción y Lealtad. El MEE propuesto se ajustó con la técnica de mínimos cuadrados parciales, usando el paquete plspm del software estadístico R. Como resultado se calculó estadísticamente el índice INSPOCH de percepción estudiantil de la calidad de los servicios que oferta la ESPOCH, con un valor del 69.02%, además la investigación permitió identificar fortalezas y debilidades de la institución. Con estos resultados las autoridades de la institución pueden tomar decisiones con una visión de mejoramiento continuo para el beneficio de la comunidad politécnica, considerando a los estudiantes como un actor importante del proceso.
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Nigro, Oscar. "Citizens Satisfaction with Local Governments in Argentine: Key Predictors." Journal of Public Administration and Governance 2, no. 1 (2012): 35. http://dx.doi.org/10.5296/jpag.v2i1.1086.
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The causes which influence the Citizens Satisfaction with Local Governments may be direct or indirect, and for this reason much research has been developed with the objective to discover a model or methodology. For this work was taken as a measurement instrument to collect data a questionnaire based on a model that adapts to the data from an integrated between the European Consumer Satisfaction Index (ECSI) (Eklöf, 2000) and the ECSI revised Chenn (Chenn, 2009) as a representation of domain knowledge. With a structured interview card and pre-coded, the sample design adopted was probabilistic multistage cluster with selectable final drive to set quotas for sex, age and area. We selected surveyed between over 18 years citizens of Tandil (Argentine) of 123,000 inhabitants. This city divided into zones based on socioeconomic characteristics and obtained 401 valid questionnaires. We found that the model explained 65% of citizen satisfaction and 55% of the loyalty of the same with the local leadership.
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Ryglová, K., and I. Vajčnerová. "Potential for utilization of theEuropean customer satisfaction index in agro-business." Agricultural Economics (Zemědělská ekonomika) 51, No. 4 (2012): 161–68. http://dx.doi.org/10.17221/5089-agricecon.
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The topic of this article focuses on customer satisfaction. The customer satisfaction is considered as a crucial factor for the success of all market organisations. The subject is very often discussed from the theoretical point of view. This contribution is aimed at opportunities of evaluation and measurement of customer satisfaction by the European customer satisfaction index that consecutively should contribute to more effective marketing management in firms or any organizations. The objective was to adapt the European customer satisfaction index methodology to Czech environment. The adapted methodology was applied on tourism market. In conclusion, there was specified the importance and possibilities of using the European customer satisfaction index in real business environment.
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Kristensen, Kai, Anne Martensen, and Lars Gronholdt. "Customer satisfaction measurement at Post Denmark: Results of application of the European Customer Satisfaction Index Methodology." Total Quality Management 11, no. 7 (2000): 1007–15. http://dx.doi.org/10.1080/09544120050135533.
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Golovkova, Anastasia, Jan Eklof, Aleksandra Malova, and Olga Podkorytova. "Customer satisfaction index and financial performance: a European cross country study." International Journal of Bank Marketing 37, no. 2 (2019): 479–91. http://dx.doi.org/10.1108/ijbm-10-2017-0210.
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Purpose The purpose of this paper is to examine the relationship between customer satisfaction measured as Extended Performance Satisfaction Index (EPSI) and the financial performance of the banking sector for seven European countries over the period 2004–2014. Design/methodology/approach Using panel models, this study finds a significant positive influence of EPSI on banking financial performance at the country level. Findings Findings suggest that the value of the customer satisfaction index is important in explaining the financial performance of the banking industry at the aggregative country level. The customer satisfaction index measured as EPSI has a strong positive influence on the financial performance of the banking industry for the various North European countries studied. It was shown that EPSI has a positive influence on both total assets and total equity, with a higher relative influence and stronger significance on the total assets of the banking sector than on total equity. Originality/value The study contributes to understanding the importance of measuring and maintaining customer satisfaction as a profitability driver in the banking industry, providing new cross-country evidence. It also contributes to the literature focussing on a group of countries that have not previously been studied.
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Shu Wan Tan, Adeline, Mohammad Falahat, and Bik Kai Sia. "Perceived Consumption Values, Satisfaction and Loyalty in the Tourism: Case of Malaysia." International Journal of Engineering & Technology 7, no. 3.21 (2018): 368. http://dx.doi.org/10.14419/ijet.v7i3.21.17188.
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Domestic tourism is a substitute for outbound travel has a potential to create income and employment in the home economy. These potentials also create opportunities through the linkage at destinations. This study extent the concept and evaluates the empirical evidence of the relationship between perceived consumption values toward tourism loyalty. Drawn from revised framework of the Sheth-Newman Gross Model of Consumption Values and the European Consumer Satisfaction Index (ECSI), we examine the relationship of perceived consumption values, tourist satisfaction and tourist loyalty. Data obtained from 255 tourists visited the state of Malacca, Malaysia. The results indicated that tourist loyalty is affected by perceived consumption values and fully mediated by tourist satisfaction. The findings provide valuable insights to the policy makers, industries and academics in developing strategies and exploring possible factors to consider in tourism sector and thus, boost the national economy. As for policy makers, this study can be seen as exploitation to increase the influx of international tourists by implementing policies or improving tourist spots.
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Eklöf, Jan A., and Anders H. Westlund. "The pan-European customer satisfaction index programme—current work and the way ahead." Total Quality Management 13, no. 8 (2002): 1099–106. http://dx.doi.org/10.1080/09544120200000005.
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Wangwacharakul, Promporn, Silvia Márquez Medina, and Bozena Bonnie Poksinska. "Cross-cultural comparability of customer satisfaction measurement – the case of mobile phone service providers." International Journal of Quality and Service Sciences 13, no. 2 (2021): 236–52. http://dx.doi.org/10.1108/ijqss-01-2020-0011.
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Purpose Customers from different cultures might have different expectations and perceptions of quality, leading to different levels of satisfaction. Together with the construct and measurement equivalence issues of cross-cultural surveys, this raises the question of the comparability of customer satisfaction measurements across countries. The purpose of this study is to evaluate the survey method of anchoring vignettes as a tool for improving the comparability of customer satisfaction measurements across countries and to shed some light on cultural influences on customer satisfaction measurements. Design/methodology/approach Based on the models of American Customer Satisfaction Index and European Performance Satisfaction Index, the authors designed and conducted a survey using the method of anchoring vignettes to measure and compare customer satisfaction with mobile phone services in four countries – Costa Rica, Poland, Sweden and Thailand. The survey was carried out with young adults aged 20–30 years, who were mostly university students. Findings This study demonstrates how anchoring vignettes can be used to mitigate cultural bias in customer satisfaction surveys and to improve both construct and measurement equivalence of the questionnaire. The results show that different conclusions on cross-cultural benchmarking of customer satisfaction would be drawn when using a traditional survey compared to the anchoring vignettes method. Originality/value This paper evaluates the survey method of anchoring vignettes as a potential quantitative research method for studying customer satisfaction across countries. The results also contribute to customer satisfaction research as these shed some light onto how culture influences customer satisfaction measurements. The practical implication for firms and managers is that allocating resources among different countries based on traditional customer satisfaction surveys may be misleading.
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Skowron, Lukasz, and Stanislaw Skowron. "Polish Banking Customer Loyalty: Empirical Data Analysis (Years 2007-2010)." International Business & Economics Research Journal (IBER) 10, no. 11 (2011): 81. http://dx.doi.org/10.19030/iber.v10i11.6408.
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In this article, the authors will try to answer the following question, How does the customer's loyalty in the banking sector change (at both the structural and quantitative levels) in the face of the financial and banking crisis? In order to do that, the authors use their own model of building customer satisfaction and loyalty in the Polish banking sector constructed on the basis of the EPSI (European Performance Satisfaction Index) and ACSI (American Customer Satisfaction Index) models. This article contains the necessary theoretical background and the precise statistical analysis of the obtained empirical data from the Polish banking sector from the years 2007-2010.
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Moorthy, Krishna, Loh Chun T’ing, Seow Ai Na, et al. "Corporate image no longer leads to customer satisfaction and loyalty: a Malaysian perspective." International Journal of Law and Management 60, no. 4 (2018): 934–52. http://dx.doi.org/10.1108/ijlma-04-2017-0082.
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Purpose This paper aims to study the factors that influence customer loyalty toward the internet service providers in Malaysia. The five factors used are corporate image, perceived quality, perceived value, price fairness and promotion. The mediating variable of this study is customer satisfaction, while customer loyalty is the study variable. Design/methodology/approach The primary data collection has been done by distributing survey questionnaires to 338 internet users in Malaysia. The data collected have been analyzed with SAS software. Findings The results showed that perceived quality has the strongest influence on customer satisfaction toward internet service providers in Malaysia. However, corporate image has no relationship with customer satisfaction toward internet service providers in Malaysia. Furthermore, customer satisfaction has a significant and positive relationship to customer loyalty toward the internet service providers in Malaysia. Originality/value European Customer Satisfaction Index has been adopted and combined with price fairness and promotion as a new research model that other researchers may look into it further. This research may also serve as a guide to internet service providers as they may learn about the underlying factors that affect the satisfaction and loyalty of customers and which factor has the strongest impact.
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Sadílek, Tomáš. "Visitors Satisfaction Measurement in Czech Tourism." Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis 63, no. 5 (2015): 1729–37. http://dx.doi.org/10.11118/actaun201563051729.
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The paper deals with describing the method of satisfaction measurement as a one of marketing techniques used for detecting visitors’ satisfaction in tourist regions in the Czech Republic. In the treatise, we try to analyse visitors’ satisfaction with the twenty four partial factors affecting total satisfaction. In the theoretical part of the paper, there are described methodological approaches to satisfaction measurement and presented various methods for satisfaction measurement with focus on the Satisfaction Pyramid method which is also used in the field part. Other presented methods are Customer Satisfaction Index, European Customer Satisfaction Model, Importance-Satisfaction Matrix, SERVQUAL Concept and KANO Model. Data have been collected all over the Czech Republic in years 2010 and 2011 twice every year. In the field part there are presented calculations of data and described total satisfaction, Satisfaction Index and partial satisfactions as well as level of satisfaction by tourist regions and correlations between partial satisfactions and total satisfaction which refers to importance of partial factors. Most important factors affecting total satisfaction are public transport, sport equipment, shopping possibilities, children attractions, orientation signage and free time programs.
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Rizqi, Akhmad Wasiur. "KEPUASAN MAHASISWA FT UTM TERHADAP PELAYANAN AKADEMIK FT UTM MENGGUNAKAN MODEL EUROPEAN CUSTOMER SATISFACTION INDEX." MATRIK 20, no. 2 (2020): 1. http://dx.doi.org/10.30587/matrik.v20i2.946.
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Pada era globalisasi tantangan terhadap perguruan tinggi semakin meningkat. Pendidikan tinggi diharapkan dapat memberikan kontribusi melalui pengembangan Ilmu Pengetahuan dan Teknologi. Universitas Trunojoyo Madura (UTM) merupakan Perguruan Tinggi Negeri (PTN) pertama di pulau madura, Penelitian ini bertujuan untuk memodelkan kepuasan mahasiswa fakultas teknik UTM terhadap pelayanan akademik FT UTM kedalam bentuk model European Customer Satisfaction Index untuk mengetahui pengaruh variabel eksogen terhadap varabel endogen. Jumlah sampel sebanyak 321 responden yang terdiri dari 6 program studi yakni teknik industri, teknik informatika, teknik manajemen informatika, teknik mekatronika dan teknik multimedia jaringan. Analisis yang digunakan dalam penelitian ini adalah Structural Equation Modeling (SEM) dengan bantuan software amous 6.0. Berdasarkan hasil perhitungan uji kelayakan model, full model struktural SEM memenuhi syarat kelayakan model, yaitu dengan probabilitas sebesar 0,082. Pengujian goodness of fit lainnya menunjukkan dalam kategori yang diterima secara baik. critical ratio skewness value semua indikator berada di bawah 2,58. nilai p2 yang berada di bawah nilai 0,05 dan p1 diatas 0,5 sehingga tidak ada data yang outliyer. hasil determinan dari matriks kovarians sampelnya bernilai 1,6251≥0 menunjukkan bahwa tidak terdapat multikolinieritas atau singularitas pada data penelitian. Nilai reliabilitas variabel laten diatas 0,70. Uji hipotesis diketahui nilai CR diatas 1,96 dan nilai P dibawah 0,05. Ini menunjukkan variabel eksogen berpengaruh signifikan terhadap vaeibel endogen
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Pastor Tejedor, Jesús, Luis Navarro Elola, Miguel Tarek Pérez Ajami, and Salvador Nevot Bosch. "The implication of wine quality in a new model of the European Customer Satisfaction Index." Total Quality Management & Business Excellence 30, no. 9-10 (2017): 1092–109. http://dx.doi.org/10.1080/14783363.2017.1355232.
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Sun, Zesheng, Shuhong Wang, Hongjun Zhao, and Haiming Yu. "Does Descending Resources Reform Improve Patient Satisfaction and Reshape Choice of Care Providers? A Cross-Sectional Study in Zhejiang, China." INQUIRY: The Journal of Health Care Organization, Provision, and Financing 57 (January 2020): 004695802095689. http://dx.doi.org/10.1177/0046958020956899.
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Patient satisfaction and choice of care providers have been the core concerns of China’s descending resources reform launched in 2013. This health care reform attempts to improve low-level hospitals’ capability and patient satisfaction through compulsory descending of doctors from high-level hospitals, thereby reshaping patients’ behavior (loyalty). The goal of this paper is to explore the determinants of patient satisfaction, and its impact on patient loyalty with an emphasis on low-level hospitals in the reform context. By using a self-made 5-point scale that incorporates socio-demographic variables, reform, and revealed preference into the European Consumer Satisfaction Index model (ECSI), cross-sectional data from 17 hospitals, and 1287 questionnaires in Zhejiang province is collected to conduct empirical research. Satisfaction is measured as ordinary variables with the reform and with the low-level hospitals, respectively. Loyalty is measured by patients’ willingness to choose low-level hospitals when suffering illness or severe illness. Analysis of variance and multiple comparisons are utilized to examine the different level of hospitals. An ordered logit model and ordinary least squares regression are applied to examine the determinants of satisfaction and loyalty. The results indicate that patient satisfaction can be explained by variables of perceived quality, patient expectations, and corporate image. Socio-demographic variable, providers, and the reform also have significant effects. Patients’ satisfaction plays a pronounced role on improving their loyalty. The descending resources reform positively affects low-level hospitals’ capability and patient satisfaction. The cost reduction and convenience significantly increase the reform satisfaction. Capability, medical environment, and accessibility of descending doctors are positively associated with the satisfaction with low-level hospitals. This paper evidences that the descending resources reform is an effective way to reallocate resources in supply side of health service market and reshape patients’ choice of care providers with the accessibility and spillover of descending human capital.
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Radons, Daiane Lindner, Carolina Cunha Torres, and Paulo Sérgio Ceretta. "Mensuração da satisfação de clientes com serviços de Fast Food." Revista Eletrônica de Estratégia & Negócios 5, no. 3 (2012): 122. http://dx.doi.org/10.19177/reen.v5e32012122-150.
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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.
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O'Loughlin, Christina, and Germà Coenders. "Estimation of the European Customer Satisfaction Index: Maximum Likelihood versus Partial Least Squares. Application to Postal Services." Total Quality Management & Business Excellence 15, no. 9-10 (2004): 1231–55. http://dx.doi.org/10.1080/1478336042000255604.
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Zobnina, Margarita, and Aleksandr Rozhkov. "Listening to the voice of the customer in the hospitality industry: Kano model application." Worldwide Hospitality and Tourism Themes 10, no. 4 (2018): 436–48. http://dx.doi.org/10.1108/whatt-03-2018-0020.
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Purpose This paper aims to discuss the customer satisfaction drivers of Russian tourists choosing hotels in Europe. Design/methodology/approach The study is focused on tangible aspects of the hotel service product adopted from the European Hotel Guest Satisfaction Index by J.D. Power. Research methodology is based on the Kano model that enables satisfaction driver classification based on the level of their impact. Data collection was conducted via online panel representative for 1 million+ Russian cities, totaling 1,238 respondents. Findings This paper reveals groups of customer satisfaction drivers by their impact from attractive to expected and indifferent, as well as customer preference profile by age, overall travel experience and trip purpose (recreational, sightseeing or active tourism). Research limitations/implications This paper focuses on the tangible attributes of hotel experience; the survey sample composed of Russian tourists that evaluated their satisfaction with hotels in Europe. Practical implications As a result of the study, the authors test Kano model application in the hospitality and tourism industry, providing hotel managers with an advanced yet easy to use customer satisfaction measurement tool. Also, the authors demonstrate substantial differences in customer satisfaction drivers by groups that can be used to plan product development. “Expected” and “one-dimensional” groups of product features would cause customer dissatisfaction if missing and should be the first priority of management. Interestingly after a certain level, “expected” factors have no marginal value, so their improvement by the hotel management should be limited. On the other hand, “attractive” factors boost customer satisfaction while present but with no negative impact if they are absent; that makes this group the second priority for hotel management. Factor distribution by group is different for various customer segments that can also be taken into consideration when designing the marketing communications of a hotel. Originality/value In this research, the authors use the Kano model to identify customer satisfaction drivers in the hospitality and tourism industry. This methodology enables in-depth analysis of the factors’ impact and provides understanding of the accommodation product improvement potential based on customer perception. The authors suggest several groups of factors and demonstrate that certain high-impact satisfaction drivers have zero incremental value for customers.
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Ryglová, K., and I. Vajčnerová. "Possible complex approaches towards evaluating the quality of a destination in the context of tourism management." Agricultural Economics (Zemědělská ekonomika) 60, No. 5 (2014): 199–207. http://dx.doi.org/10.17221/117/2013-agricecon.
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Thepaper deals with the issues concerning evaluating the quality of a destination in the context of tourism. A destination has to be looked on as a complex product of tourism consisting of products, services, natural resources, artificially created attractions and information being connected. The satisfaction of visitors to a destination is dependent on the quality of their overall experience that is created on the basis of the cooperation of all participants working in tourism in the given area – these are local inhabitants, service providers, public administration workers and destination management workers. The paper shows possible approaches towards the complex evaluation of the destination quality. The first of the models is based on the European Consumer Satisfaction Index methodology and modifies it for evaluating the satisfaction of a visitor to a destination (in the researched destination, the values of the total ECSI indexes were calculated at 70% level in the case of home as well as foreign visitors). The second model – so-called Four-dimensional model of the destination quality – is based on the integrated approach to quality management when – with the support of the principal component analysis – a new methodology for evaluating the quality of a destination was suggested; it is based on four topically defined quality dimensions: attractions, services, marketing management, cooperation and sustainability. In the case of the suggested models, we also see their potential for increasing the quality of services in rural areas, which is the subject of the authors’ further research.  
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Poromatikul, Chayawan, Peter De Maeyer, Kannika Leelapanyalert, and Simon Zaby. "Drivers of continuance intention with mobile banking apps." International Journal of Bank Marketing 38, no. 1 (2019): 242–62. http://dx.doi.org/10.1108/ijbm-08-2018-0224.
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Purpose The purpose of this paper is to examine the drivers of continuance intention with mobile banking apps, in a Thai context. The secondary objective is to examine if there are underlying segments that differ meaningfully in this regard. Design/methodology/approach A structural equation model based on the European Customer Satisfaction Index is estimated. The data were obtained by conducting an online survey of mobile banking users in Thailand (n=399). Findings The top 3 factors directly affecting continuance intention toward mobile banking are satisfaction, trust and expectancy confirmation. Image and perceived risk also have an impact, although studies have reported that the latter is less impactful than the prior. One latent segment is more influenced by observable performance characteristics like confirmation and perceived quality, the other more by credence factors like trust and image. Practical implications The study confirms the important role of satisfaction and expectancy confirmation in driving continuance. Somewhat unexpected is the high relative prominence of trust as a driver, at least in the Thai context. This is a “soft” variable managers should not dismiss. The identification of segments also points to potentially different treatment and actionable advice for managers. Originality/value This paper adds to the scant body of empirical work on continuance intention with mobile banking. In light of the large investments in mobile banking capabilities being made, this is an under-researched area. This paper to the authors’ knowledge is the first to study consumer heterogeneity in this context.
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Meghisan-Toma, Georgeta-Madalina, and Dorin Toma. "Health Determinants and Unmet Needs for Health Care- towards e-Health Systems." Proceedings of the International Conference on Business Excellence 13, no. 1 (2019): 1045–57. http://dx.doi.org/10.2478/picbe-2019-0091.
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Abstract The traditional public health care system should move forward towards prevention by building a strong brand strategy. Taking into consideration the health care expenditure, the paper focuses on the analysis of heath determinants: body mass index, physical activity, consumption of fruits and vegetables, tobacco consumption, alcohol consumption, social environment in connection to the unmet needs for health care: financial reasons, distance or transportation, waiting list. In the context of the competition coming from private health care institutions, the branding strategy of the public health care system should increase customer satisfaction and trust in order to obtain customer affective commitment and awareness. The approach focuses on factor analysis used to validate the following hypothesis: H1. The main heath determinants are: body mass index, physical activity, consumption of fruits and vegetables, tobacco consumption, alcohol consumption, social environment; H2. The main reasons for self-reported unmet needs for health care are: financial reasons, distance or transportation, waiting list. Due to the rapid development of information technology, public health care systems should integrate these technological advances in their structure, with emphasize on brand strategy. The paper has the following structure: after the Introduction, the Literature review part covers issues connected to brand experience, health determinants, health care needs within the EU-28 member states. Section 3 underlines the research methodology, using factor analysis as main method of macroeconomic data interpretation. The next section includes the results of the research, while the Conclusions part focuses on the main ideas of this research, together with the limits of the current approach. However, the research has some limits caused by the availability of up to date statistics and longer time series for the analyzed variables. We intend to further develop our research by introducing in the analysis other health care related variables within the European Union member states and other countries.
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Mojtaba Kaveh. "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." AFRICAN JOURNAL OF BUSINESS MANAGEMENT 6, no. 19 (2012). http://dx.doi.org/10.5897/ajbm11.2398.
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Câmara, Arianne Raquel Axiole de Souza, Clayton Levy Lima de Melo, Andersol Luiz Rezende Mol, and Magaly Aparecida Galvão Dantas de Melo. "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)." Revista de Educação e Pesquisa em Contabilidade (REPeC) 14, no. 1 (2020). http://dx.doi.org/10.17524/repec.v14i1.2474.
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Objetivo: analisar se o modelo de satisfação European Customer Satisfaction Index (ECSI) representa os determinantes da satisfação dos estudantes dos cursos de pós-graduação stricto sensu em Ciências Contábeis do Brasil.
 Método: Trata-se de uma pesquisa do tipo survey com estudantes dos 29 programas stricto sensu em Ciências Contábeis em funcionamento no ano de 2017 que são avaliados pela CAPES. Foram coletadas 331 respostas de 26 PPGs que, após o tratamento dos dados, resultaram em 311 dados válidos, alcançando cerca de 90% dos programas ativos. As análises dos dados foram desenvolvidas mediante utilização da Modelagem de Equações Estruturais.
 Resultados: O estudo atendeu aos critérios estatísticos para sua validação e com as reespecificações realizadas, o modelo conceitual de satisfação discente alcançou adequados índices de ajustamento de qualidade e se mostrou estável, e adequado diante da amostra estudada, explicando 96,6% da variação da lealdade e 80,6% da satisfação dos pós-graduandos.
 Contribuições: Almeja-se que, ao apresentar o modelo estrutural que retrata os determinantes da satisfação discente, contribuir para que os discentes vivam o aprendizado acadêmico com elevado grau de satisfação, obtenham um bom desempenho e que isso reflita em uma avaliação positiva para a instituição, bem como para área de ensino da Contabilidade.
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Khan, Md Ashraful Azam, and Haslinda Hashim. "Tourist Satisfaction Index for Tourism Destination, Integrating Social Media Engagement into the European Customer Satisfaction Index: A Conceptual Paper." International Journal of Academic Research in Business and Social Sciences 10, no. 9 (2020). http://dx.doi.org/10.6007/ijarbss/v10-i9/7519.
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