Consumer behavior researchers have become interested in developing direct measures of consumer satisfaction. The value of any such assessment would be greatly enhanced if a single instrument or scale could be used with a variety of products. This requires that similar factors be represented in different sets of appraisals. Factors from ratings of four different products are described and compared here. The factor loading matrices are found to be very similar in both an intuitive and a statistical sense.

The Index of Consumer Satisfaction and Corporate Marketing Policy

The structure of consumers' satisfaction: Cross-product comparisons

Investigates the measurement methods of consumer satisfaction which has not been a topic for agreement. Discusses the development and exploratory use of a benefit profiling scheme, designed to recognize the complexity of satisfaction. Suggests that this is a particularly useful approach for the service or luxury products sectors. Bases the work on a survey into leisure‐time pursuits.

The Index of Consumer Satisfaction and Corporate Marketing Policy

Citations

The structure of consumers' satisfaction: Cross-product comparisons

Determining Consumer Satisfaction through Benefit Profiling

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