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COMPARAÇÃO ENTRE OS MODELOS NORTEAMERICANO (ACSI) E EUROPEU (ECSI) DE SATISFAÇÃO DO CLIENTE: UM ESTUDO NO SETOR DE SERVIÇOS.

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  • معلومة اضافية
    • Alternate Title:
      A COMPARISON BETWEEN THE AMERICAN CUSTOMER SATISFACTION INDEX (ACSI) AND THE EUROPEAN CUSTOMER SATISFACTION INDEX (ECSI): A STUDY IN THE SERVICE SECTOR.
    • الموضوع:
      UNITED States; EUROPE
    • نبذة مختصرة :
      The central objective of this study is to compare the American Customer Satisfaction Index (ACSI) and the European Customer Satisfaction Index (ECSI), preserving the structural relations between the latent variables as originally established. For both, it has been chosen a quantitative approach, focused on structural equation modeling through confirmatory factor analysis. The sample was formed by 2,145 customers of companies in the service sector, working in the State of Minas Gerais. The main results indicated that the ACSI can measure the satisfaction of more accurately than the ECSI. Another aspect is that the complaint had a significant effect on satisfaction and loyalty with the service provided. [ABSTRACT FROM AUTHOR]
    • نبذة مختصرة :
      O objetivo central deste trabalho é comparar os modelos norte-americano (ACSI) e europeu (ECSI) de satisfação do cliente, preservando as relações estruturais entre as variáveis latentes tal como originalmente estabelecidas. Para tanto, optou-se por uma abordagem quantitativa, centrada na modelagem de equações estruturais por meio da análise fatorial confirmatória. Foram pesquisados 2.145 clientes de empresas do setor de serviços, atuantes no Estado de Minas Gerais. Os principais resultados indicaram que o ACSI pode mensurar a satisfação de maneira mais precisa do que o ECSI. Outro aspecto é que a reclamação apresentou um efeito significativo sobre a satisfação e a lealdade com o serviço prestado. [ABSTRACT FROM AUTHOR]
    • نبذة مختصرة :
      Copyright of RAM. Mackenzie Management Review / RAM. Revista de Administração Mackenzie is the property of Universidade Presbiteriana Mackenzie, RAM-Revista de Administracao Mackenzie and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)