Get 20M+ Full-Text Papers For Less Than $1.50/day. Start a 7-Day Trial for You or Your Team.

Learn More →

An integrated framework based on the ECSI approach to link mould customers' satisfaction and product design

An integrated framework based on the ECSI approach to link mould customers' satisfaction and... Customer satisfaction (CS) and retention are key issues for organisations in today's competitive market place, making its proper evaluation a main concern for companies. Recently, the European Customer Satisfaction Index (ECSI) has been assumed as a reliable and independent frame-of-reference way of assessing CS. This article describes one framework based on ECSI, which attempts to evaluate the factors that contribute to CS for the Portuguese moulds industry. In order to pursue this goal, an ECSI model, specific for the injection mould industry, was designed and tested. Owing to the characteristics of the gathered data, partial least squares was used to estimate model parameters. The estimated model, which shows validity and reliability, demonstrates an excellent capacity for explaining CS (80.4%), as well as loyalty (58.2%). We also propose an approach to link the ECSI model parameters to the generation and evaluation of design solutions for moulds. This linkage allows us to identify the critical factors for achieving high levels of molds' design quality, through analytical hierarchical process (AHP) ranking, and to determine the impact of mould's design solutions over CS and retention. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Total Quality Management & Business Excellence Taylor & Francis

An integrated framework based on the ECSI approach to link mould customers' satisfaction and product design

Download PDF
19 pages

Loading next page...
 
/lp/taylor-francis/an-integrated-framework-based-on-the-ecsi-approach-to-link-mould-83CPdrw3F0

References (44)

Publisher
Taylor & Francis
Copyright
Copyright Taylor & Francis Group, LLC
ISSN
1478-3371
eISSN
1478-3363
DOI
10.1080/14783363.2010.530791
Publisher site
See Article on Publisher Site

Abstract

Customer satisfaction (CS) and retention are key issues for organisations in today's competitive market place, making its proper evaluation a main concern for companies. Recently, the European Customer Satisfaction Index (ECSI) has been assumed as a reliable and independent frame-of-reference way of assessing CS. This article describes one framework based on ECSI, which attempts to evaluate the factors that contribute to CS for the Portuguese moulds industry. In order to pursue this goal, an ECSI model, specific for the injection mould industry, was designed and tested. Owing to the characteristics of the gathered data, partial least squares was used to estimate model parameters. The estimated model, which shows validity and reliability, demonstrates an excellent capacity for explaining CS (80.4%), as well as loyalty (58.2%). We also propose an approach to link the ECSI model parameters to the generation and evaluation of design solutions for moulds. This linkage allows us to identify the critical factors for achieving high levels of molds' design quality, through analytical hierarchical process (AHP) ranking, and to determine the impact of mould's design solutions over CS and retention.

Journal

Total Quality Management & Business Excellence – Taylor & Francis

Published: Dec 1, 2010

Keywords: European Customer Satisfaction Index; structural equation model; injection moulds; PLS; AHP

There are no references for this article.