Determining Attribute Importance in a Service Satisfaction Model
TLDR
In this article, the importance that customers place on the product and service attributes that drive their satisfaction with, and loyalty to, service providers is determined, and the importance of attributes is evaluated.Abstract:
Determining the importance that customers place on the product and service attributes that drive their satisfaction with, and loyalty to, service providers is an essential part of a firm’s resource...read more
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The Use of Partial Least Squares Path Modeling in International Marketing
TL;DR: An evaluation of double-blind reviewed journals through important academic publishing databases revealed that more than 30 academic articles in the domain of international marketing (in a broad sense) used PLS path modeling as means of statistical analysis.
Book ChapterDOI
The use of partial least squares path modeling in international marketing
TL;DR: In this article, the authors conducted an exhaustive literature review to determine the status quo of PLS path modeling in international marketing research and found that more than 30 academic articles in the domain of international marketing used PLS as a means of statistical analysis.
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Revisiting the Satisfaction-Loyalty Relationship: Empirical Generalizations and Directions for Future Research
TL;DR: In this article, an extensive literature review highlights the state of the art regarding the relationship between customer satisfaction and loyalty, both attitudinal and behavioral, and brings to light several issues that should be carefully considered in analyzing the efficacy of customer satisfaction in explaining and predicting customer loyalty.
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The mediating effect of organizational reputation on customer loyalty and service recommendation in the banking industry
TL;DR: In this paper, the mediating effect of organizational reputation on service recommendation and customer loyalty was investigated and four models were developed that were variations of the American Customer Satisfaction Model (ACSM), which were then tested by using the Partial Least Squares (PLS) procedure on a data collected from a survey that yielded 8,098 respondents.
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Access to railway stations and its potential in increasing rail use
TL;DR: In this article, the authors evaluate how important the access-to-the-station part of a rail journey is to passengers in their overall satisfaction with the rail journey and investigate the balance between characteristics of the service, the access to it and the population served in determining rail use in different parts of the rail network.
References
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Book
Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research
Martin Fishbein,Icek Ajzen +1 more
Journal Article
SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.
TL;DR: In this paper, the authors describe the development of a 22-item instrument (called SERVQUAL) for assessing customer perceptions of service quality in service and retailing organizations, and the procedures used in constructing and refining a multiple-item scale to measure the construct are described.
Book ChapterDOI
The Analytic Hierarchy Process
Thomas L. Saaty,Kevin P. Kearns +1 more
TL;DR: Analytic Hierarchy Process (AHP) as mentioned in this paper is a systematic procedure for representing the elements of any problem hierarchically, which organizes the basic rationality by breaking down a problem into its smaller constituent parts and then guides decision makers through a series of pairwise comparison judgments to express the relative strength or intensity of impact of the elements in the hierarchy.
Book
Satisfaction: A Behavioral Perspective On The Consumer
TL;DR: Satisfaction: Satisfaction is defined as "the object of desire" as mentioned in this paper, and it is defined by attributes, features, and dimensions of a person's attributes and dimensions.
Journal ArticleDOI
A National Customer Satisfaction Barometer: The Swedish Experience:
TL;DR: Swedish companies and some industries monitor customer satisfaction on a continual basis, but Sweden is the first country to do so on a national level as mentioned in this paper. And the annual Customer Satisfaction Baro...
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