A COMPARISON BETWEEN THE AMERICAN CUSTOMER SATISFACTION INDEX (ACSI) AND THE EUROPEAN CUSTOMER SATISFACTION INDEX (ECSI): A STUDY IN THE SERVICE SECTOR
Autor(a) principal: | |
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Data de Publicação: | 2009 |
Outros Autores: | , |
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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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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