Prioritization of the determinants of customer satisfaction: A simultaneous equation approach in ordinal endogenous set-up

摘要

Purpose:To propose a simultaneous equation approach for the prioritization of the determinants of customer satisfaction.Summary:Assessment of customer response towards evaluation of customer satisfaction for diagnostics of the underlying process is of utmost importance in industrial service sectors. Since there can be many influencing factors, the determination and ordering of influencing factors of customer satisfaction are gaining momentum, particularly, in service industries. A logistical regression approach is proposed to capture the significant factors in which an endogenous response variable is assumed to depend on two exogenous variables out of which one is in turn depends on the other exogenous variable. This model set-up is applied to a customer satisfaction survey in a telecommunication industry where the objective is to evaluate, assess and prioritize possible determinants of customer satisfaction. The results of the logistic regression analyses are discussed in detail and conclusions are drawn. (46 refs.)