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
Quality & Quantity – Springer Journals
Published: Jun 1, 2018
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