Universal structure modeling approach to customer satisfaction index

Turkyilmaz A., Oztekin A., Zaim S., Demirel O. F.

INDUSTRIAL MANAGEMENT & DATA SYSTEMS, cilt.113, sa.7, ss.932-949, 2013 (SCI-Expanded) identifier identifier

  • Yayın Türü: Makale / Tam Makale
  • Cilt numarası: 113 Sayı: 7
  • Basım Tarihi: 2013
  • Doi Numarası: 10.1108/imds-12-2012-0444
  • Dergi Adı: INDUSTRIAL MANAGEMENT & DATA SYSTEMS
  • Derginin Tarandığı İndeksler: Science Citation Index Expanded (SCI-EXPANDED), Scopus
  • Sayfa Sayıları: ss.932-949
  • Anahtar Kelimeler: Customer satisfaction index, Telecommunication, SEM, Universal structure modeling, Bayesian neural networks, Customer satisfaction, QUALITY MANAGEMENT, IMPLEMENTATION, PROGRAM, LOYALTY
  • Marmara Üniversitesi Adresli: Evet

Özet

Purpose - Previous researches have proven that customer satisfaction and loyalty are affected by complicated relationships and are challenging to European customer satisfaction index (ECSI) model. Existing approaches mostly limit their hypotheses to linear relationships, which hinder much information that would lead to better modeling and understanding the relationship between customer satisfaction and loyalty. The purpose of this paper is to reveal potential nonlinear and interaction effects that might be embedded in antecedents of ECSI by exemplifying it in Turkish telecommunications sector.