Concept of customer satisfaction within the structural equation modeling - measurement part

Kód výsledku v IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F00216224%3A14560%2F16%3A00088479" target="_blank" >RIV/00216224:14560/16:00088479 - isvavai.cz</a>

Výsledek na webu

<a href="http://mts-conference.euke.sk/wp-content/uploads/Zbornik_MTS_2016.pdf" target="_blank" >http://mts-conference.euke.sk/wp-content/uploads/Zbornik_MTS_2016.pdf</a>

DOI - Digital Object Identifier

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Jazyk výsledku

angličtina

Název v původním jazyce

Concept of customer satisfaction within the structural equation modeling - measurement part

Popis výsledku v původním jazyce

The subject of the article is an evaluation of a measurement model as a part of research into customer satisfaction. First, based on the literature, latent factors of customer satisfaction were identified, and then observable manifest variables were designed, by means of which it would be possible to measure these latent factors. The selected variables were then transferred to questions in a questionnaire, and the answers of respondents (customers of randomly selected food businesses) were used to assess the suitability of the proposed observable variables in measuring the factors of satisfaction. It was shown that the questions designed are good representatives of latent factors of satisfaction and constitute an appropriate basis for structural models of customer satisfaction.

Název v anglickém jazyce

Concept of customer satisfaction within the structural equation modeling - measurement part

Popis výsledku anglicky

The subject of the article is an evaluation of a measurement model as a part of research into customer satisfaction. First, based on the literature, latent factors of customer satisfaction were identified, and then observable manifest variables were designed, by means of which it would be possible to measure these latent factors. The selected variables were then transferred to questions in a questionnaire, and the answers of respondents (customers of randomly selected food businesses) were used to assess the suitability of the proposed observable variables in measuring the factors of satisfaction. It was shown that the questions designed are good representatives of latent factors of satisfaction and constitute an appropriate basis for structural models of customer satisfaction.

Druh

D - Stať ve sborníku

CEP obor

AE - Řízení, správa a administrativa

OECD FORD obor

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Projekt

<a href="/cs/project/GA16-16260S" target="_blank" >GA16-16260S: Přístup managementu k redukci zpětných toků ve vazbě na spokojenost zákazníků a neustálé zlepšování</a><br>

Návaznosti

P - Projekt vyzkumu a vyvoje financovany z verejnych zdroju (s odkazem do CEP)

Rok uplatnění

2016

Kód důvěrnosti údajů

S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Název statě ve sborníku

Marketing Management, Trade, Financial and Social Aspects of Business Conference Proceedings of the 4th International Scientific Conference

ISBN

9788022542937

ISSN

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e-ISSN

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Počet stran výsledku

7

Strana od-do

231-237

Název nakladatele

University of Economics in Bratislava Faculty of Business Economics with seat in Košice

Místo vydání

Košice

Místo konání akce

Košice

Datum konání akce

20. 10. 2016

Typ akce podle státní příslušnosti

EUR - Evropská akce

Kód UT WoS článku

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