顧客滿意度指數(shù)模型的演變和未來(lái)外文翻譯-其他專業(yè)(編輯修改稿)
2025-02-24 01:20 本頁(yè)面
【文章內(nèi)容簡(jiǎn)介】 er Satisfaction Index (ACSI) was introduced in the fall of 1994 and reports results for approximately 200 panies from 34 industries (Fornell, 1996). The Norwegian Customer Satisfaction Barometer (Andreassen amp。 Lervik, 1999。 Andreassen amp。 Lindestad, 1998) was introduced in 1996 and, as of 1999, reports results for 42 panies in 12 different industries (both businesstoconsumer and businesstobusiness). The most recent development among indices is a pilot test of the European Customer Satisfaction Index (ECSI) across four industries and 11 countries in the European Union (Eklf, 2021). In reviewing the national indices, we pay particular attention to the ACSI model specification. This model is an evolution of the original Swedish model, has been adopted on a smaller scale in New Zealand and Taiwan (Fornell, 1996) and Austria (Hackl, Scharitzer, Zuba, 1996), and is the basis for the models being used in Norway and the EU. A critical evaluation of the model is, therefore, important to develop the best possible model specification. 5. Summary and discussion A number of both national and international customer satisfaction barometers and indices have been introduced in the last decade, most of which are embedded within a system of cause and effect relationships (satisfaction models). Of critical importance to the validity and reliability of such indices is that the models and methods used to measure customer satisfaction and related constructs continue to learn, adapt, and improve over time. Building on recent findings and current research trends, we propose and test a number of modifications and improvements to the national index models that are now part of the Norwegian Customer Satisfaction Barometer (NCSB) model. We find general support for the proposed modifications using data from the NCSB survey. We summarize and discuss our findings with respect to each of the proposed changes. One change was to add multiple benchmark parisons for price to isolate a perceived price index. The model successfully isolates perceived price, and by removing “value” from the model and replacing it with price, we remove the overlap that exists between value and quality in, for example, the ACSI and ECSI models. We also argued that price may have a direct effect on loyalty over and above its indirect effect via satisfaction. This is because satisfaction, as an attitudetype construct, may only partially mediate the effect of quality and price on loyalty. The direct effect of price attractiveness on satisfaction was positive and significant in four of five industries, bus transportation being the exception. The path coefficients range from for airlines to for banks. The direct effect of price on loyalty is significant in two of the five industries, airlines and banks (path coefficients of and , respectively). These results are consistent with the prediction that, in some industries, customers reweigh the importance of price when moving from satisfaction to loyalty evaluations. It is not surprising that the direct effect of price on loyalty is greatest in two pricepetitive industries, airlines and banks. Building upon the original NCSB model, our proposed model also includes two relationship mitment variables. Affective mitment ca
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