A COMPARISON BETWEEN THE AMERICAN CUSTOMER SATISFACTION INDEX (ACSI) AND THE EUROPEAN CUSTOMER SATISFACTION INDEX (ECSI): A STUDY IN THE SERVICE SECTOR

Detalhes bibliográficos
Autor(a) principal: Elias Garcia Lopes, Humberto
Data de Publicação: 2009
Outros Autores: de Paula Pereira, Camila Cristina, Santos Vieira, Ana Flávia
Tipo de documento: Artigo
Idioma: por
Título da fonte: RAM. Revista de Administração Mackenzie
Texto Completo: https://editorarevistas.mackenzie.br/index.php/RAM/article/view/384
Resumo: The central objective of this study is to compare the American Customer Satisfaction Index (ACSI) and the European Customer Satisfaction Index (ECSI), preserving the structural relations between the latent variables as originally established. For both, it has been chosen a quantitative approach, focused on structural equation modeling through confirmatory factor analysis. The sample was formed by 2,145 customers of companies in the service sector, working in the State of Minas Gerais. The main results indicated that the ACSI can measure the satisfaction of more accurately than the ECSI. Another aspect is that the complaint had a significant effect on satisfaction and loyalty with the service provided.KEYWORDS Service; Satisfaction; Models; ACSI; ECSI.
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spelling A COMPARISON BETWEEN THE AMERICAN CUSTOMER SATISFACTION INDEX (ACSI) AND THE EUROPEAN CUSTOMER SATISFACTION INDEX (ECSI): A STUDY IN THE SERVICE SECTORComparação entre os modelos norteamericano (ACSI) e europeu (ECSI) de satisfação do cliente: um estudo no setor de serviçosThe central objective of this study is to compare the American Customer Satisfaction Index (ACSI) and the European Customer Satisfaction Index (ECSI), preserving the structural relations between the latent variables as originally established. For both, it has been chosen a quantitative approach, focused on structural equation modeling through confirmatory factor analysis. The sample was formed by 2,145 customers of companies in the service sector, working in the State of Minas Gerais. The main results indicated that the ACSI can measure the satisfaction of more accurately than the ECSI. Another aspect is that the complaint had a significant effect on satisfaction and loyalty with the service provided.KEYWORDS Service; Satisfaction; Models; ACSI; ECSI.O objetivo central deste trabalho é comparar os modelos norte-americano (ACSI) e europeu (ECSI) de satisfação do cliente, preservando as relações estruturais entre as variáveis latentes tal como originalmente estabelecidas. Para tanto, optou-se por uma abordagem quantitativa, centrada na modelagem de equações estruturais por meio da análise fatorial confirmatória. Foram pesquisados 2.145 clientes de empresas do setor de serviços, atuantes no Estado de Minas Gerais. Os principais resultados indicaram que o ACSI pode mensurar a satisfação de maneira mais precisa do que o ECSI. Outro aspecto é que a reclamação apresentou um efeito significativo sobre a satisfação e a lealdade com o serviço prestado.PALAVRAS -CHAVE Serviços; Satisfação; Modelos; ACSI; ECSI.Editora Mackenzie2009-04-03info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://editorarevistas.mackenzie.br/index.php/RAM/article/view/384Revista de Administração Mackenzie; Vol. 10 No. 1 (2009)Revista de Administração Mackenzie; Vol. 10 Núm. 1 (2009)Revista de Administração Mackenzie (Mackenzie Management Review); v. 10 n. 1 (2009)1678-69711518-6776reponame:RAM. Revista de Administração Mackenzieinstname:Universidade Presbiteriana Mackenzie (MACKENZIE)instacron:MACKENZIEporhttps://editorarevistas.mackenzie.br/index.php/RAM/article/view/384/2529Copyright (c) 2015 Revista de Administração Mackenzieinfo:eu-repo/semantics/openAccessElias Garcia Lopes, Humbertode Paula Pereira, Camila CristinaSantos Vieira, Ana Flávia2011-01-18T13:42:28Zoai:ojs.editorarevistas.mackenzie.br:article/384Revistahttps://editorarevistas.mackenzie.br/index.php/RAM/PUBhttps://editorarevistas.mackenzie.br/index.php/RAM/oairevista.adm@mackenzie.br1678-69711518-6776opendoar:2024-04-19T17:00:34.840129RAM. Revista de Administração Mackenzie - Universidade Presbiteriana Mackenzie (MACKENZIE)false
dc.title.none.fl_str_mv A COMPARISON BETWEEN THE AMERICAN CUSTOMER SATISFACTION INDEX (ACSI) AND THE EUROPEAN CUSTOMER SATISFACTION INDEX (ECSI): A STUDY IN THE SERVICE SECTOR
Comparação entre os modelos norteamericano (ACSI) e europeu (ECSI) de satisfação do cliente: um estudo no setor de serviços
title A COMPARISON BETWEEN THE AMERICAN CUSTOMER SATISFACTION INDEX (ACSI) AND THE EUROPEAN CUSTOMER SATISFACTION INDEX (ECSI): A STUDY IN THE SERVICE SECTOR
spellingShingle A COMPARISON BETWEEN THE AMERICAN CUSTOMER SATISFACTION INDEX (ACSI) AND THE EUROPEAN CUSTOMER SATISFACTION INDEX (ECSI): A STUDY IN THE SERVICE SECTOR
Elias Garcia Lopes, Humberto
title_short A COMPARISON BETWEEN THE AMERICAN CUSTOMER SATISFACTION INDEX (ACSI) AND THE EUROPEAN CUSTOMER SATISFACTION INDEX (ECSI): A STUDY IN THE SERVICE SECTOR
title_full A COMPARISON BETWEEN THE AMERICAN CUSTOMER SATISFACTION INDEX (ACSI) AND THE EUROPEAN CUSTOMER SATISFACTION INDEX (ECSI): A STUDY IN THE SERVICE SECTOR
title_fullStr A COMPARISON BETWEEN THE AMERICAN CUSTOMER SATISFACTION INDEX (ACSI) AND THE EUROPEAN CUSTOMER SATISFACTION INDEX (ECSI): A STUDY IN THE SERVICE SECTOR
title_full_unstemmed A COMPARISON BETWEEN THE AMERICAN CUSTOMER SATISFACTION INDEX (ACSI) AND THE EUROPEAN CUSTOMER SATISFACTION INDEX (ECSI): A STUDY IN THE SERVICE SECTOR
title_sort A COMPARISON BETWEEN THE AMERICAN CUSTOMER SATISFACTION INDEX (ACSI) AND THE EUROPEAN CUSTOMER SATISFACTION INDEX (ECSI): A STUDY IN THE SERVICE SECTOR
author Elias Garcia Lopes, Humberto
author_facet Elias Garcia Lopes, Humberto
de Paula Pereira, Camila Cristina
Santos Vieira, Ana Flávia
author_role author
author2 de Paula Pereira, Camila Cristina
Santos Vieira, Ana Flávia
author2_role author
author
dc.contributor.author.fl_str_mv Elias Garcia Lopes, Humberto
de Paula Pereira, Camila Cristina
Santos Vieira, Ana Flávia
description The central objective of this study is to compare the American Customer Satisfaction Index (ACSI) and the European Customer Satisfaction Index (ECSI), preserving the structural relations between the latent variables as originally established. For both, it has been chosen a quantitative approach, focused on structural equation modeling through confirmatory factor analysis. The sample was formed by 2,145 customers of companies in the service sector, working in the State of Minas Gerais. The main results indicated that the ACSI can measure the satisfaction of more accurately than the ECSI. Another aspect is that the complaint had a significant effect on satisfaction and loyalty with the service provided.KEYWORDS Service; Satisfaction; Models; ACSI; ECSI.
publishDate 2009
dc.date.none.fl_str_mv 2009-04-03
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv https://editorarevistas.mackenzie.br/index.php/RAM/article/view/384
url https://editorarevistas.mackenzie.br/index.php/RAM/article/view/384
dc.language.iso.fl_str_mv por
language por
dc.relation.none.fl_str_mv https://editorarevistas.mackenzie.br/index.php/RAM/article/view/384/2529
dc.rights.driver.fl_str_mv Copyright (c) 2015 Revista de Administração Mackenzie
info:eu-repo/semantics/openAccess
rights_invalid_str_mv Copyright (c) 2015 Revista de Administração Mackenzie
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Editora Mackenzie
publisher.none.fl_str_mv Editora Mackenzie
dc.source.none.fl_str_mv Revista de Administração Mackenzie; Vol. 10 No. 1 (2009)
Revista de Administração Mackenzie; Vol. 10 Núm. 1 (2009)
Revista de Administração Mackenzie (Mackenzie Management Review); v. 10 n. 1 (2009)
1678-6971
1518-6776
reponame:RAM. Revista de Administração Mackenzie
instname:Universidade Presbiteriana Mackenzie (MACKENZIE)
instacron:MACKENZIE
instname_str Universidade Presbiteriana Mackenzie (MACKENZIE)
instacron_str MACKENZIE
institution MACKENZIE
reponame_str RAM. Revista de Administração Mackenzie
collection RAM. Revista de Administração Mackenzie
repository.name.fl_str_mv RAM. Revista de Administração Mackenzie - Universidade Presbiteriana Mackenzie (MACKENZIE)
repository.mail.fl_str_mv revista.adm@mackenzie.br
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