Concept of customer satisfaction within the structural equation modeling - measurement part
| Autoři | |
|---|---|
| Rok publikování | 2016 |
| Druh | Článek ve sborníku |
| Konference | Marketing Management, Trade, Financial and Social Aspects of Business Conference Proceedings of the 4th International Scientific Conference |
| Fakulta / Pracoviště MU | |
| Citace | |
| www | http://mts-conference.euke.sk/wp-content/uploads/Zbornik_MTS_2016.pdf |
| Obor | Řízení, správa a administrativa |
| Klíčová slova | customer satisfaction; structural equation modeling; confirmatory factor analysis; food industry enterprises |
| Popis | The subject of the article is an evaluation of a measurement model as a part of research into customer satisfaction. First, based on the literature, latent factors of customer satisfaction were identified, and then observable manifest variables were designed, by means of which it would be possible to measure these latent factors. The selected variables were then transferred to questions in a questionnaire, and the answers of respondents (customers of randomly selected food businesses) were used to assess the suitability of the proposed observable variables in measuring the factors of satisfaction. It was shown that the questions designed are good representatives of latent factors of satisfaction and constitute an appropriate basis for structural models of customer satisfaction. |
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