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

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

 

Table 12 Endogenous and exogenous variables comparison table

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

 

Table 13 CSI comparison - generic qualities

 
Linked to quality organizations
Causal equation model
Publish national results
Publish sector results
Computer aid telephone survey/interview
SCSB
 
Yes
 
 
Yes
ACSI
Yes
Yes
Yes
Yes
Yes
NCSB
 
Yes
 
 
Yes
ECSI
Yes
Yes
Yes
Yes
Yes

 

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

 
Norway
Sweden
Germany
Netherlands
Belgium
France
Spain
England
Ireland
Italy
SCSB
 
Yes
 
 
 
 
 
 
 
 
ACSI
 
 
 
 
 
 
 
 
 
 
NCSB
Yes
 
 
 
 
 
 
 
 
 
ECSI
Yes
Yes
Yes
 
 
Yes
 
Yes