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  5. Comparison of customer satisfaction models
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Ronald van Haaften By Ronald van Haaften
Ronald van Haaften

5.2 Comparison of customer satisfaction models.

The four CSI models are fundamentally similar in measurement model (i.e. causal model), they have some obvious distinctions in model's structure and variable's selection so that their results cannot be compared with each other.

All models have an academic/scientific, causal construct. The purpose of each CSI construct is to be a structural equation model for standard measurement for evaluation of customer satisfaction based on a set of latent variables determined by a set of manifest constructs. Each latent variable is measured, the level of each latent variable estimated, the relevant connections between the latent variable established and the magnitude of the connections estimated. The objective of all CSI models is to provide results that are relevant, reliable, valid and have predictive financial capability. The national CSI models are evaluated from four perspectives;

  1. The Latent variables comparison (table 12)
  2. The Endogenous and exogenous variables compariso (table 13)
  3. CSI comparison - generic qualities (table 14)
  4. National CSI model platforms versus EU locations (table 15)

5.2.1 Most important similarities and differences among the models.

Table 11 Latent variables comparison table

{supertable}
{active 1} {headcols 1 15} {headrows 1} {rowheight 1 45px} {active 1}
  SCSB ACSI NCSB ECSI
Customer expectations Yes Yes   Yes
Perceived overall quality   Yes    
Perceived performance Yes      
Perceived service quality       Yes
Perceived product quality       Yes
Quality drivers     Yes  
Affective commitment     Yes  
Calculative commitment     Yes  
Corporate image     Yes Yes
Perceived value   Yes   Yes
Price index     Yes  
Complaint handling     Yes  
Customer complaints Yes Yes    
Customer satisfaction Yes Yes Yes Yes
Customer loyalty Yes Yes Yes Yes

 

{/supertable}

 

Table 12 Endogenous and exogenous variables comparison table

{supertable}
{active 1} {headcols 1 15} {headrows 1} {rowheight 1 45px} {active 1}

<<<<

  SCSB ACSI NCSB ECSI
Customer expectations Exo Exo   Endo
Perceived overall quality   Endo    
Perceived performance Endo      
Perceived service quality       Endo
Perceived product quality       Endo
Quality drivers     Exo  
Affective commitment     Endo  
Calculative commitment     Endo  
Corporate image     Endo Exo
Perceived value   Endo   Endo
Price index     Exo  
Complaint handling     Endo  
Customer complaints Endo Endo    
Customer satisfaction Endo Endo Endo Endo
Customer loyalty Endo Endo Endo Endo

 

{/supertable}

 

Table 13 CSI comparison - generic qualities

{supertable}
{active 1} {headcols 1 15} {headrows 1} {rowheight 1 45px} {active 1}
  SCSB ACSI NCSB ECSI
Linked to quality organizations   Yes   Yes
Causal equation model Yes Yes Yes Yes
Publish national results   Yes   Yes
Publish sector results   Yes   Yes
Computer aid telephone survey/interview Yes Yes Yes Yes

 

{/supertable}

 

Table 14 National CSI model platforms versus (future) EU locations

{supertable}
{active 1} {headcols 1 15} {headrows 1} {rowheight 1 45px} {active 1}
  SCSB ACSI NCSB ECSI
Norway     Yes Yes
Sweden Yes     Yes
Germany       Yes
Netherlands        
Belgium        
France       Yes
Spain        
England       Yes
Ireland        
Italy        

 

{/supertable}

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