دانلود مقاله ISI انگلیسی شماره 2495
عنوان فارسی مقاله

مطالعه رضایت مشتری از طریق یک مدل قطعه پنهان

کد مقاله سال انتشار مقاله انگلیسی ترجمه فارسی تعداد کلمات
2495 2009 8 صفحه PDF سفارش دهید محاسبه نشده
خرید مقاله
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عنوان انگلیسی
Customer satisfaction study via a latent segment model
منبع

Publisher : Elsevier - Science Direct (الزویر - ساینس دایرکت)

Journal : Journal of Retailing and Consumer Services, Volume 16, Issue 5, September 2009, Pages 352–359

کلمات کلیدی
روش کمی - کیفیت خدمات - شاخص رضایت مشتری آمریکایی - رضایت مشتری - شاخص رضایت کلی - مدل بخش نهان - معیار اطلاعات
پیش نمایش مقاله
پیش نمایش مقاله مطالعه رضایت مشتری از طریق یک مدل قطعه پنهان

چکیده انگلیسی

The aim of this study is to apply a new conceptual model, and a new technique as an approach to the modelling of customers’ satisfaction, and to develop an overall satisfaction index (OSI). This study evaluates customers’ satisfaction of a certain public organization service, and argues that in order to estimate the global customers’ satisfaction measure we must appeal to methodologies recognizing that satisfaction must be understood as a latent variable, quantified through multiple indicators. Thus, it is natural that we consider the latent segment models (LSM) approach to proceed to the evaluation of customer's service satisfaction. As a result of these models estimation, we selected a three latent segment model, that is to say, the latent variable customer satisfaction has three classes: segment 1, with 50.4 percent of the customers, that represents “The Very Satisfied”, for those to whom everything is very well in the organization service; a segment 2, with 33.4 percent of the customers, representative of the “The Well Satisfied”, not totally satisfied with the quality of the organization, and a segment 3, with 16.2 percent of the customers, “Satisfaction Demanders”, thinking that organizational quality can be improved. Finally, we developed an overall satisfaction index which is important to show how the company as a whole is performing.

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