DRIVERS OF CUSTOMER SATISFACTION: AN APPLICATION OF STRUCTURAL EQUATIONS MODELLING ON IRANIAN CHAIN STORES' DATA

被引：0

作者：

Bigdiloo, Abbas Tabesh ^{[1
]}

Yazdani, Saeed ^{[2
]}

Moghaddasi, Reza ^{[1
]}

机构：

[1] Islamic Azad Univ, Sci & Res Branch, Dept Agr Econ Extens & Educ, Tehran, Iran

[2] Univ Tehran, Dept Agr Econ, Tehran, Iran

来源：

ADVANCES AND APPLICATIONS IN DISCRETE MATHEMATICS | 2020年 / 24卷 / 01期

关键词：

customer satisfaction; food suppliers; structural equations modelling; Iran;

D O I：

10.17654/DM024010055

中图分类号：

O1 [数学];

学科分类号：

0701 ; 070101 ;

摘要：

The present study evaluates customer satisfaction in the chain stores of Ofogh Kourosh (OK) in Tehran province. The data used in this study was collected by questionnaire from 750 customers. A model with perceived quality of services and products, perceived value and image as factors affecting customer satisfaction and loyalty as a result of customer satisfaction were defined. Also, the complaint behavior as a variable influenced by perceived image and affecting on its loyalty was determined. The results of the model estimation show that all path coefficients except the coefficient of perceived service quality on customer satisfaction are significant at 1% level.

引用

页码：55 / 72

页数：18

共 50 条

[21] Structural equation modelling of determinants of customer satisfaction of mobile network providers: Case of Kolkata, India
Chakraborty, Shibashish
Sengupta, Kalyan
[J]. IIMB MANAGEMENT REVIEW, 2014, 26 (04) : 234 - 248
[22] The Effect of Interaction and Product Quality on Customer Satisfaction: Multi-Group Structural Equation Modelling
Ozkan, Batuhan
Tekeli, Fatma Noyan
[J]. TEHNICKI VJESNIK-TECHNICAL GAZETTE, 2022, 29 (06): : 1876 - 1882
[23] The role of satisfaction on customer reuse to airline services: An application of Big Data approaches
Park, Eunil
[J]. JOURNAL OF RETAILING AND CONSUMER SERVICES, 2019, 47 : 370 - 374
[24] Structural equations modelling of drivers' speed selection using environmental, driver, and risk factors
Sadia, Reut
Bekhor, Shlomo
Polus, Abishai
[J]. ACCIDENT ANALYSIS AND PREVENTION, 2018, 116 : 21 - 29
[25] APPLICATION OF STRUCTURAL EQUATION MODELING TO EVALUATE CUSTOMER SATISFACTION IN THE CHINA INTERNET BANK SECTOR
Ma, Zhengwei
[J]. 2011 INTERNATIONAL CONFERENCE ON INSTRUMENTATION, MEASUREMENT, CIRCUITS AND SYSTEMS (ICIMCS 2011), VOL 3: COMPUTER-AIDED DESIGN, MANUFACTURING AND MANAGEMENT, 2011, : 21 - 24
[26] Data Mining Application for Customer Segmentation Based on Loyalty: An Iranian Food Industry Case Study
Hajiha, Ali
Radfar, Reza
Malayeri, Samira Sarafi
[J]. 2011 IEEE INTERNATIONAL CONFERENCE ON INDUSTRIAL ENGINEERING AND ENGINEERING MANAGEMENT (IEEM), 2011, : 504 - 508
[27] Spread of brazilian bonds: An application of structural equation modelling under the drivers of Brazilian covenants
Alves Confessor, Kliver Lamarthine
dos Santos, Josete Florencio
[J]. REVISTA CIENTIFICA HERMES, 2020, 28 : 403 - 424
[28] Modelling, using structural equations, the level of satisfaction of university accounting teachers with final year dissertations
Donoso Anes, Jose Antonio
Serrano-Dominguez, Francisco
Antonio Camunez-Ruiz, Jose
[J]. REVISTA DE CONTABILIDAD-SPANISH ACCOUNTING REVIEW, 2021, 24 (01) : 135 - 151
[29] EVALUATION OF CUSTOMER SATISFACTION IN MOBILE COMMUNICATIONS: AN APPLICATION OF STRUCTURAL EQUATION MODELING IN THE COMPARING GROUPS WITH LATENT VARIABLES
da Silva, Gutembergue Soares
Fernandes Neto, Andre Pedro
Mattozo, Teak Camara
Ferreira Costa, Jose Alfredo
[J]. SISTEMAS & GESTAO, 2013, 8 (04): : 370 - 389
[30] Application of Interpretive Structural Modelling to establish Interrelationships among the Enablers of Supply Chain Competitiveness
Verma, Ajay
Seth, Nitin
Singhal, Nisha
[J]. MATERIALS TODAY-PROCEEDINGS, 2018, 5 (02) : 4818 - 4823

← 1 2 3 4 5 →