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Journal articles on the topic 'European Customer Satisfaction Index'

Author: Grafiati

Published: 9 September 2021

Last updated: 18 February 2022

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1

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

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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 di

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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 fac

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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 count

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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 obt

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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

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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 measureme

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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 Cust

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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

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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

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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 seco

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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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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 th

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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 d

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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. Des

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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

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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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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

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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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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 i

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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 possibil

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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

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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

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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 6

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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 confirmati

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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 m

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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

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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

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HSU, S. "Developing an index for online customer satisfaction: Adaptation of American Customer Satisfaction Index." Expert Systems with Applications 34, no. 4 (2008): 3033–42. http://dx.doi.org/10.1016/j.eswa.2007.06.036.

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Juhl, Hans Jørn, Kai Kristensen, and Peder Østergaard. "Customer satisfaction in European food retailing." Journal of Retailing and Consumer Services 9, no. 6 (2002): 327–34. http://dx.doi.org/10.1016/s0969-6989(02)00014-0.

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Nurmahdi, Adi. "Customer Satisfaction Index for Transport Services." International Journal of Economics and Business Administration VII, Issue 1 (2019): 192–99. http://dx.doi.org/10.35808/ijeba/205.

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Kristensen, Kai, Hans Jørn Juhl, and Peder Østergaard. "Customer satisfaction: some results for European Retailing." Total Quality Management 12, no. 7-8 (2001): 890–97. http://dx.doi.org/10.1080/09544120100000012.

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Kristensen, Hans Jørn Juhl,, Kai. "Customer satisfaction: some results for European Retailing." Total Quality Management 12, no. 7 (2001): 890–97. http://dx.doi.org/10.1080/09544120120096016.

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Hannie, Hannie, Ultach Enri, and Yuyun Umaidah. "ANALYSIS OF KARAWANG ONLINE SALES CUSTOMER SATISFACTION USING CUSTOMER SATISFACTION INDEX (CSI) METHOD." Jurnal Pilar Nusa Mandiri 16, no. 1 (2020): 7–12. http://dx.doi.org/10.33480/pilar.v16i1.1111.

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Karawang is one of the industrial cities. Most industry players look at Karawang as a strategic city to run a business. Many products have been produced from Karawang. However, there are lack in promoting, marketing the product and expanding the marketing area. The analysis of consumer satisfaction in Karawang is to determine the satisfaction of Karawang consumers to the prospects of promising online sales. Service attributes can be included in increasing online sales at Karawang using the Customer Satisfaction Index (CSI) method. The result of the Customer Satisfaction Index (CSI) is 78.43% w

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Sun, Kyung-A., and Dae-Young Kim. "Does customer satisfaction increase firm performance? An application of American Customer Satisfaction Index (ACSI)." International Journal of Hospitality Management 35 (December 2013): 68–77. http://dx.doi.org/10.1016/j.ijhm.2013.05.008.

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Lim, Sung-Uk, and Seong-Pil Yoon. "Analysis of Customer Satisfaction Index at Multiplex." Joural of the Korea Entertainment Industry Association 3, no. 1 (2009): 35. http://dx.doi.org/10.21184/jkeia.2009.03.3.1.35.

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Kim, Hye-Ran. "Developing an index of online customer satisfaction." Journal of Financial Services Marketing 10, no. 1 (2005): 49–64. http://dx.doi.org/10.1057/palgrave.fsm.4770173.

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Anderson, Eugene W., and Claes Fornell. "Foundations of the American Customer Satisfaction Index." Total Quality Management 11, no. 7 (2000): 869–82. http://dx.doi.org/10.1080/09544120050135425.

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Türkyılmaz, Ali, and Coşkun Özkan. "Development of a customer satisfaction index model." Industrial Management & Data Systems 107, no. 5 (2007): 672–87. http://dx.doi.org/10.1108/02635570710750426.

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Deng, W. J., M. L. Yeh, and M. L. Sung. "A customer satisfaction index model for international tourist hotels: Integrating consumption emotions into the American Customer Satisfaction Index." International Journal of Hospitality Management 35 (December 2013): 133–40. http://dx.doi.org/10.1016/j.ijhm.2013.05.010.

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A.WidiP., Constatina, Wiranto Herry Utomo, and Agustinus Fritz Wijaya. "Customer Satisfaction Analysis to Health Service by Servqual 5 Dimension Method and Customer Satisfaction Index." International Journal of Computer Applications 70, no. 12 (2013): 17–21. http://dx.doi.org/10.5120/12014-8039.

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Abdolshah, Mohammad, Ehsan Jafar Zadeh, Reza Talei, Ali Shirzadi, and Seyed Amir Mohammad Khatibi. "Does Job Satisfaction Always Affect Customer Satisfaction?" International Journal of Customer Relationship Marketing and Management 9, no. 2 (2018): 62–78. http://dx.doi.org/10.4018/ijcrmm.2018040104.

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The purpose of this article is to investigate the relationship between job satisfaction (JS) and customer satisfaction (CS) in the Social Security Insurance Organization (SSIO) in Iran. The statistical population of this research is composed of employees and customers of Tehran SSIO. Two questionnaires were used to measure the variables of the research. A job descriptive index (JDI) & service quality (SERVQUAL) questionnaire are used to measure JS and CS. Data are analyzed using Pearson Correlation Coefficient and regression analysis. The results indicated that there is no significant rela

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Yanova, Natalia. "Assessment of Satisfaction with the Quality of Education: Customer Satisfaction Index." Procedia - Social and Behavioral Sciences 182 (May 2015): 566–73. http://dx.doi.org/10.1016/j.sbspro.2015.04.782.

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Yeung, Matthew C. H., Bala Ramasamy, Junsong Chen, and Stan Paliwoda. "Customer satisfaction and consumer expenditure in selected European countries." International Journal of Research in Marketing 30, no. 4 (2013): 406–16. http://dx.doi.org/10.1016/j.ijresmar.2013.06.001.

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Fečiková, Ingrid. "An index method for measurement of customer satisfaction." TQM Magazine 16, no. 1 (2004): 57–66. http://dx.doi.org/10.1108/09544780410511498.

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Terui, Nobuhiko, Shohei Hasegawa, Taemyung Chun, and Kosuke Ogawa. "Hierarchical Bayes Modeling of the Customer Satisfaction Index." Service Science 3, no. 2 (2011): 127–40. http://dx.doi.org/10.1287/serv.3.2.127.

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Turkyilmaz, Ali, Asil Oztekin, Selim Zaim, and Omer Fahrettin Demirel. "Universal structure modeling approach to customer satisfaction index." Industrial Management & Data Systems 113, no. 7 (2013): 932–49. http://dx.doi.org/10.1108/imds-12-2012-0444.

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Bruhn, Manfred, and Michael A. Grund. "Theory, development and implementation of national customer satisfaction indices: The Swiss Index of Customer Satisfaction (SWICS)." Total Quality Management 11, no. 7 (2000): 1017–28. http://dx.doi.org/10.1080/09544120050135542.

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Fornell, Claes, Michael D. Johnson, Eugene W. Anderson, Jaesung Cha, and Barbara Everitt Bryant. "The American Customer Satisfaction Index: Nature, Purpose, and Findings." Journal of Marketing 60, no. 4 (1996): 7–18. http://dx.doi.org/10.1177/002224299606000403.

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The American Customer Satisfaction Index (ACSI) is a new type of market-based performance measure for firms, industries, economic sectors, and national economies. The authors discuss the nature and purpose of ACSI and explain the theory underlying the ACSI model, the nation-wide survey methodology used to collect the data, and the econometric approach employed to estimate the indices. They also illustrate the use of ACSI in conducting benchmarking studies, both cross-sectionally and over time. The authors find customer satisfaction to be greater for goods than for services and, in turn, greate

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