ECSI - Customer satisfaction modelling and analysis: A case study

In this paper we analyse the European Customer Satisfaction Index ( ECSI) model measured on five different customer groups. In the analysis we use Structural Equation Modelling, which is a general and convenient framework for statistical analysis, including traditional multivariate procedures such as factor analysis or multiple regression modelling. To estimate the structural coefficients, a Multilevel Regression Model is used, which facilitates the analysis of hierarchical data, where observations may be nested within higher levels of classification. In this analysis the hierarchical structure is represented by the customers nested in the companies, so we have two levels of analysis, a micro level nested in a macro level.