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
收藏
页码：55 / 72
页数：18
相关论文
共 50 条
  • [41] RESPONSE-BASED SEGMENTATION IN PLS PATH MODELING: APPLICATION OF FIMIX-PLS TO AMERICAN CUSTOMER SATISFACTION INDEX DATA
    Rigdon, Edward E.
    Gudergan, Siegfried P.
    Ringle, Christian M.
    Sarstedt, Marko
    [J]. PROCEEDINGS OF THE 2010 ACADEMY OF MARKETING SCIENCE (AMS) ANNUAL CONFERENCE, 2015, : 145 - 145
  • [42] Social network and life satisfaction among older adults in rural Uttar Pradesh, India: an application of structural equation modelling
    Lucky Singh
    Prashant Kumar Singh
    [J]. Journal of Public Health, 2020, 28 : 491 - 502
  • [43] Social network and life satisfaction among older adults in rural Uttar Pradesh, India: an application of structural equation modelling
    Singh, Lucky
    Singh, Prashant Kumar
    [J]. JOURNAL OF PUBLIC HEALTH-HEIDELBERG, 2020, 28 (05): : 491 - 502
  • [44] Assessment of model validity of analytic network process using structural equations modelling: an application of supplier evaluation problem
    Yulugkural, Yildiz
    Yorur, Bahadir
    Akman, Gulsen
    Aladag, Zerrin
    [J]. EUROPEAN JOURNAL OF INDUSTRIAL ENGINEERING, 2013, 7 (01) : 55 - 77
  • [45] A mixed-method approach for modelling customer-centric mobile phone reverse logistics: application of social media data
    Shokouhyar, Sajjad
    Dehkhodaei, Amirhossein
    Amiri, Bahar
    [J]. JOURNAL OF MODELLING IN MANAGEMENT, 2022, 17 (02) : 655 - 696
  • [46] Customer lifetime value prediction by a Markov chain based data mining model: Application to an auto repair and maintenance company in Taiwan
    Cheng, C. -J.
    Chiu, S. W.
    Cheng, C. -B.
    Wu, J. -Y.
    [J]. SCIENTIA IRANICA, 2012, 19 (03) : 849 - 855
  • [47] Understanding neighbourhood design impact on travel behaviour: An application of structural equations model to a British metropolitan data
    Aditjandra, Paulus Teguh
    Cao, Xinyu
    Mulley, Corinne
    [J]. TRANSPORTATION RESEARCH PART A-POLICY AND PRACTICE, 2012, 46 (01) : 22 - 32
  • [48] Exploring big data traits and data quality dimensions for big data analytics application using partial least squares structural equation modelling
    Muslihah Wook
    Nor Asiakin Hasbullah
    Norulzahrah Mohd Zainudin
    Zam Zarina Abdul Jabar
    Suzaimah Ramli
    Noor Afiza Mat Razali
    Nurhafizah Moziyana Mohd Yusop
    [J]. Journal of Big Data, 8
  • [49] Exploring big data traits and data quality dimensions for big data analytics application using partial least squares structural equation modelling
    Wook, Muslihah
    Hasbullah, Nor Asiakin
    Zainudin, Norulzahrah Mohd
    Jabar, Zam Zarina Abdul
    Ramli, Suzaimah
    Razali, Noor Afiza Mat
    Yusop, Nurhafizah Moziyana Mohd
    [J]. JOURNAL OF BIG DATA, 2021, 8 (01)
  • [50] An Integrated Multi-Criteria Decision Analysis and Structural Equation Modeling Application for the Attributes Influencing the Customer's Satisfaction and Trust in E-Commerce Applications
    Jou, Yung-Tsan
    Saflor, Charmine Sheena
    Marinas, Klint Allen
    Manzano, Hannah Maureen
    Uminga, John Mark
    Verde, Nicole Angela
    Dela Fuente, Ginber
    [J]. SUSTAINABILITY, 2024, 16 (05)
12345