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 İndekslerine Giren Dergi) identifier identifier

  • Cilt numarası: 113 Konu: 7
  • Basım Tarihi: 2013
  • Doi Numarası: 10.1108/imds-12-2012-0444
  • Dergi Adı: INDUSTRIAL MANAGEMENT & DATA SYSTEMS
  • Sayfa Sayıları: ss.932-949

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.