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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... 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 service quality: tangibility, reliability, responsiveness, assurance and empathy. The researchers developed then a survey instrument to measure the gaps between customers’ expectations 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 representation 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 a common reference system where all the dimensions contribute to forming it. The analysis is performed transforming preliminarily the values of the categorical variables according to two different coding systems. 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

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References (42)

Publisher
Springer Journals
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
DOI
10.1007/s11135-018-0770-1
Publisher site
See Article on Publisher Site

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 service quality: tangibility, reliability, responsiveness, assurance and empathy. The researchers developed then a survey instrument to measure the gaps between customers’ expectations 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 representation 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 a common reference system where all the dimensions contribute to forming it. The analysis is performed transforming preliminarily the values of the categorical variables according to two different coding systems.

Journal

Quality & Quantity – Springer Journals

Published: Jun 1, 2018

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