Identification of critical success factors that maximise customers’ satisfaction: multivariate analysis

Detalhes bibliográficos
Autor(a) principal: Ferreira,Hélder Pires
Data de Publicação: 2015
Outros Autores: Fernandes,Paula Odete
Tipo de documento: Artigo
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://scielo.pt/scielo.php?script=sci_arttext&pid=S2182-84582015000100021
Resumo: This study was based on the identification of critical success factors (CSFs) that maximise customer satisfaction, as well as an analysis of customers’ degree of satisfaction and the importance that they attach to CSFs. For this purpose, 225 customers of the company Futurlab were surveyed, with a sampling error of 5.8% at a significance level of 5%. To identify the CSFs, we used exploratory factor analysis and, to analyse satisfaction and importance for the CSFs, we used an importance­-satisfaction matrix. This study also sought to identify homogeneous groups of customers using cluster analysis. Based on the results, seven CSFs were identified, and, in general, customers showed satisfaction with the performance of Futurlab. The cluster analysis identified four clusters according to the importance and satisfaction attributed to the CSFs.
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spelling Identification of critical success factors that maximise customers’ satisfaction: multivariate analysisImportance-satisfaction matrixcritical success factorscustomersexploratory factor analysiscluster analysisThis study was based on the identification of critical success factors (CSFs) that maximise customer satisfaction, as well as an analysis of customers’ degree of satisfaction and the importance that they attach to CSFs. For this purpose, 225 customers of the company Futurlab were surveyed, with a sampling error of 5.8% at a significance level of 5%. To identify the CSFs, we used exploratory factor analysis and, to analyse satisfaction and importance for the CSFs, we used an importance­-satisfaction matrix. This study also sought to identify homogeneous groups of customers using cluster analysis. Based on the results, seven CSFs were identified, and, in general, customers showed satisfaction with the performance of Futurlab. The cluster analysis identified four clusters according to the importance and satisfaction attributed to the CSFs.Escola Superior de Gestão, Hotelaria e Turismo da Universidade do Algarve2015-01-01info:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articletext/htmlhttp://scielo.pt/scielo.php?script=sci_arttext&pid=S2182-84582015000100021Tourism & Management Studies v.11 n.1 2015reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAPenghttp://scielo.pt/scielo.php?script=sci_arttext&pid=S2182-84582015000100021Ferreira,Hélder PiresFernandes,Paula Odeteinfo:eu-repo/semantics/openAccess2024-02-06T17:29:02Zoai:scielo:S2182-84582015000100021Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T02:33:06.397218Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv Identification of critical success factors that maximise customers’ satisfaction: multivariate analysis
title Identification of critical success factors that maximise customers’ satisfaction: multivariate analysis
spellingShingle Identification of critical success factors that maximise customers’ satisfaction: multivariate analysis
Ferreira,Hélder Pires
Importance-satisfaction matrix
critical success factors
customers
exploratory factor analysis
cluster analysis
title_short Identification of critical success factors that maximise customers’ satisfaction: multivariate analysis
title_full Identification of critical success factors that maximise customers’ satisfaction: multivariate analysis
title_fullStr Identification of critical success factors that maximise customers’ satisfaction: multivariate analysis
title_full_unstemmed Identification of critical success factors that maximise customers’ satisfaction: multivariate analysis
title_sort Identification of critical success factors that maximise customers’ satisfaction: multivariate analysis
author Ferreira,Hélder Pires
author_facet Ferreira,Hélder Pires
Fernandes,Paula Odete
author_role author
author2 Fernandes,Paula Odete
author2_role author
dc.contributor.author.fl_str_mv Ferreira,Hélder Pires
Fernandes,Paula Odete
dc.subject.por.fl_str_mv Importance-satisfaction matrix
critical success factors
customers
exploratory factor analysis
cluster analysis
topic Importance-satisfaction matrix
critical success factors
customers
exploratory factor analysis
cluster analysis
description This study was based on the identification of critical success factors (CSFs) that maximise customer satisfaction, as well as an analysis of customers’ degree of satisfaction and the importance that they attach to CSFs. For this purpose, 225 customers of the company Futurlab were surveyed, with a sampling error of 5.8% at a significance level of 5%. To identify the CSFs, we used exploratory factor analysis and, to analyse satisfaction and importance for the CSFs, we used an importance­-satisfaction matrix. This study also sought to identify homogeneous groups of customers using cluster analysis. Based on the results, seven CSFs were identified, and, in general, customers showed satisfaction with the performance of Futurlab. The cluster analysis identified four clusters according to the importance and satisfaction attributed to the CSFs.
publishDate 2015
dc.date.none.fl_str_mv 2015-01-01
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status_str publishedVersion
dc.identifier.uri.fl_str_mv http://scielo.pt/scielo.php?script=sci_arttext&pid=S2182-84582015000100021
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dc.language.iso.fl_str_mv eng
language eng
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eu_rights_str_mv openAccess
dc.format.none.fl_str_mv text/html
dc.publisher.none.fl_str_mv Escola Superior de Gestão, Hotelaria e Turismo da Universidade do Algarve
publisher.none.fl_str_mv Escola Superior de Gestão, Hotelaria e Turismo da Universidade do Algarve
dc.source.none.fl_str_mv Tourism & Management Studies v.11 n.1 2015
reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron:RCAAP
instname_str Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron_str RCAAP
institution RCAAP
reponame_str Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
collection Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
repository.name.fl_str_mv Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
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