Customer satisfaction evaluation by common component and specific weight analysis using a mixed coding system

Customer satisfaction evaluation by common component and specific weight analysis using a mixed... Qual Quant https://doi.org/10.1007/s11135-018-0770-1 Customer satisfaction evaluation by common component and specific weight analysis using a mixed coding system 1 1 2 Pietro Amenta  · Antonio Lucadamo  · Antonello D’Ambra © Springer Science+Business Media B.V., part of Springer Nature 2018 Abstract The Servqual model (Parasuraman et al. in J Mark 49(4):41–50, 1985; J Retail 64:12–40, 1988) involves a set of five dimensions ranked as the most important for ser - vice quality: tangibility, reliability, responsiveness, assurance and empathy. The research- ers developed then a survey instrument to measure the gaps between customers’ expecta- tions and perceptions of service. A re-examination and extension of this model, named Servperf, investigates instead only the perceptions of the service (Cronin and Taylor in J Mark 56(3):55–68, 1992; J Mark 58:125–31, 1994). Common components and specific weights analysis (Qannari et al. in Food Qual Prefer 11: 151–154, 2000) is here proposed to analyze customer perceptions. The rationale behind this method is the existence of a common structure to the data tables. Therefore, it determines a common space of represen- tation for all data. Each table, which represents a Servqual dimension, is allowed having a specific weight associated with each dimension of the common space. We investigate then the customer satisfaction with respect to http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Quality & Quantity Springer Journals

Customer satisfaction evaluation by common component and specific weight analysis using a mixed coding system

Loading next page...
 
/lp/springer_journal/customer-satisfaction-evaluation-by-common-component-and-specific-vgnFGQwCVu
Publisher
Springer Netherlands
Copyright
Copyright © 2018 by Springer Science+Business Media B.V., part of Springer Nature
Subject
Social Sciences; Methodology of the Social Sciences; Social Sciences, general
ISSN
0033-5177
eISSN
1573-7845
D.O.I.
10.1007/s11135-018-0770-1
Publisher site
See Article on Publisher Site

Abstract

Qual Quant https://doi.org/10.1007/s11135-018-0770-1 Customer satisfaction evaluation by common component and specific weight analysis using a mixed coding system 1 1 2 Pietro Amenta  · Antonio Lucadamo  · Antonello D’Ambra © Springer Science+Business Media B.V., part of Springer Nature 2018 Abstract The Servqual model (Parasuraman et al. in J Mark 49(4):41–50, 1985; J Retail 64:12–40, 1988) involves a set of five dimensions ranked as the most important for ser - vice quality: tangibility, reliability, responsiveness, assurance and empathy. The research- ers developed then a survey instrument to measure the gaps between customers’ expecta- tions and perceptions of service. A re-examination and extension of this model, named Servperf, investigates instead only the perceptions of the service (Cronin and Taylor in J Mark 56(3):55–68, 1992; J Mark 58:125–31, 1994). Common components and specific weights analysis (Qannari et al. in Food Qual Prefer 11: 151–154, 2000) is here proposed to analyze customer perceptions. The rationale behind this method is the existence of a common structure to the data tables. Therefore, it determines a common space of represen- tation for all data. Each table, which represents a Servqual dimension, is allowed having a specific weight associated with each dimension of the common space. We investigate then the customer satisfaction with respect to

Journal

Quality & QuantitySpringer Journals

Published: Jun 1, 2018

References

You’re reading a free preview. Subscribe to read the entire article.


DeepDyve is your
personal research library

It’s your single place to instantly
discover and read the research
that matters to you.

Enjoy affordable access to
over 18 million articles from more than
15,000 peer-reviewed journals.

All for just $49/month

Explore the DeepDyve Library

Search

Query the DeepDyve database, plus search all of PubMed and Google Scholar seamlessly

Organize

Save any article or search result from DeepDyve, PubMed, and Google Scholar... all in one place.

Access

Get unlimited, online access to over 18 million full-text articles from more than 15,000 scientific journals.

Your journals are on DeepDyve

Read from thousands of the leading scholarly journals from SpringerNature, Elsevier, Wiley-Blackwell, Oxford University Press and more.

All the latest content is available, no embargo periods.

See the journals in your area

DeepDyve

Freelancer

DeepDyve

Pro

Price

FREE

$49/month
$360/year

Save searches from
Google Scholar,
PubMed

Create lists to
organize your research

Export lists, citations

Read DeepDyve articles

Abstract access only

Unlimited access to over
18 million full-text articles

Print

20 pages / month

PDF Discount

20% off