Identification of critical success factors that maximise customers’ satisfaction: multivariate analysis
Autor(a) principal: | |
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Data de Publicação: | 2015 |
Outros Autores: | |
Tipo de documento: | Artigo |
Idioma: | eng |
Título da fonte: | Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
Texto Completo: | http://hdl.handle.net/10198/16893 |
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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Identification of critical success factors that maximise customers’ satisfaction: multivariate analysisIdentificação de fatores críticos de sucesso que maximizam a satisfação do cliente: uma análise multivariadaImportance-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.O presente estudo teve por base a identificação de Fatores Críticos de Sucesso (FCS) que maximizam a satisfação do cliente, bem como analisar o seu grau de satisfação e qual a importância que os mesmos atribuem aos FCS. Para tal, fizeram parte da amostra 225 clientes da empresa Futurlab, tendo-se assumido um erro amostral de 5,8%, a um nível de significância de 5%. Para a identificação dos Fatores Críticos de Sucesso recorreu-se à Análise Factorial Exploratória e para a análise da Satisfação e Importância utilizou-se a Matriz Importância-Satisfação. Pretendeu-se ainda identificar grupos homogéneos de clientes tendo-se para tal utilizado a Análise de Clusters. Dos resultados obtidos foram identificados 7 FCS e de um modo geral os clientes estão satisfeitos com o desempenho da Futurlab. Pela Análise de Clusters identificaram-se 4 Clusters de acordo com a importância e satisfação atribuída aos Fatores Críticos de Sucesso.Tourism & Management Studies JournalBiblioteca Digital do IPBFerreira, Hélder PiresFernandes, Paula Odete2018-04-10T10:15:27Z20152015-01-01T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttp://hdl.handle.net/10198/16893engFerreira, H.; Fernandes, Paula O. (2015). Identification of critical success factors that maximize customer’s satisfaction: a multivariate analysis. Tourism & Management Studies Journal. ISSN 2182-8466. 11:1, p. 164-172.2182-8466info:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2023-11-21T10:38:53Zoai:bibliotecadigital.ipb.pt:10198/16893Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T23:06:25.625712Repositório 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 Identificação de fatores críticos de sucesso que maximizam a satisfação do cliente: uma análise multivariada |
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.none.fl_str_mv |
Biblioteca Digital do IPB |
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 2015-01-01T00:00:00Z 2018-04-10T10:15:27Z |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://hdl.handle.net/10198/16893 |
url |
http://hdl.handle.net/10198/16893 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
Ferreira, H.; Fernandes, Paula O. (2015). Identification of critical success factors that maximize customer’s satisfaction: a multivariate analysis. Tourism & Management Studies Journal. ISSN 2182-8466. 11:1, p. 164-172. 2182-8466 |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/openAccess |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
Tourism & Management Studies Journal |
publisher.none.fl_str_mv |
Tourism & Management Studies Journal |
dc.source.none.fl_str_mv |
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 |
repository.mail.fl_str_mv |
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1799135318324019200 |