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;
- The Latent variables comparison (table 12)
- The Endogenous and exogenous variables compariso (table 13)
- CSI comparison - generic qualities (table 14)
- 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
Table 12 Endogenous and exogenous variables comparison table
Table 13 CSI comparison - generic qualities
Table 14 National CSI model platforms versus (future) EU locations