A latent structure factor analytic approach for customer satisfaction measurement |
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Authors: | Jianan Wu Wayne S DeSarbo Pu-Ju Chen Yao-Yi Fu |
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Institution: | (1) A. B. Freeman School of Business, Tulane University, New Orleans, LA, 70118-5669;(2) Smeal College of Business, the Pennsylvania State University, University Park, PA, 16802;(3) Rosen College of Hospitality Management, University of Central Florida, 9907 Universal Boulevard, Orlando, Florida, 32819-1450;(4) Department of Tourism, Conventions, and Event Management, School of Physical Education and Tourism Management, Indiana University, 901 West New York Street, PE 258, Indianapolis, Indiana, 46202 |
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Abstract: | The linkage of customer satisfaction, customer retention, and firm profitability has been well established in the marketing
literature, and provides ample justification as to why customer satisfaction measurement (CSM) has been a focal point in marketing
decision making. Although aggregate market level research on understanding the determinants of customer satisfaction is abundant,
CSM decisions at segment level are possible only if the individual or market segment differences in the formation of overall
satisfaction judgments and subsequent heterogeneity in the role these various determinants play are understood. Based on expectancy-disconfirmation
theory in customer satisfaction, we propose a maximum likelihood based latent structure factor analytic methodology which
visually depicts customer heterogeneity regarding the various major determinants of customer satisfaction judgments involving
multiple attributes, and provides directions for segment-specific CSM decisions. We first describe the proposed model framework
including the technical aspects of the model structure and subsequent maximum likelihood estimation. In an application to
a consumer trade show, we then demonstrate how our proposed methodology can be gainfully employed to uncover the nature of
such heterogeneity. We also empirically demonstrate the superiority of the proposed model over a number of different model
specifications in this application. Finally, limitations and directions for future research are discussed. |
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Keywords: | Customer satisfaction measurement (CSM) Market segmentation Latent structure analysis Finite mixture models Factor analysis |
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