Customer satisfaction barometers and economic development: An explorative ordinal regression analysis

The national customer satisfaction barometers are aggregated measures of customer satisfaction, which have the potential to provide broad-based benchmarks for business organisations. These barometers may also explain changes in national economic returns and stability, and thus they are able to give...

Full description

Saved in:
Bibliographic Details
Published inTotal quality management & business excellence Vol. 19; no. 5; pp. 441 - 460
Main Authors Grigoroudis, E., Nikolopoulou, G., Zopounidis, C.
Format Journal Article
LanguageEnglish
Published Abingdon Routledge 01.05.2008
Taylor & Francis Ltd
Subjects
Customer satisfaction
Economic development
Goal programming
International comparisons
Macroeconomics
ordinal regression
Regression analysis
satisfaction barometer models
Studies
United States > US
Sweden
Germany
Online AccessGet full text

Cover

More Information
Summary:The national customer satisfaction barometers are aggregated measures of customer satisfaction, which have the potential to provide broad-based benchmarks for business organisations. These barometers may also explain changes in national economic returns and stability, and thus they are able to give a measure of the economic welfare and the quality of a national economic output. The aim of this paper is to examine the linkage between national satisfaction indices and several macroeconomic development data. The presented approach is an explorative ordinal regression method, in the context of goal programming modelling. Stability evaluation of the provided results is also discussed, using a post-optimality analysis approach. The application presented concerns the comparative analysis of the American Customer Satisfaction Index (ACSI), the Swedish Customer Satisfaction Barometer (SCSB), and the German Customer Satisfaction Barometer (GCSB), while the results are mainly focused on measuring the contribution of macroeconomic indicators to the national level of satisfaction.
ISSN:1478-3363
1478-3371
DOI:10.1080/14783360802018095