Customer satisfaction in industrial markets: dimensional and multiple role issues
TL;DR: In this article, the authors developed a multiple-item measure of industrial customer satisfaction and assessed its psychometric properties, and analyzed the influence of the identified dimensions of customer satisfaction on overall satisfaction.
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About: This article is published in Journal of Business Research. The article was published on 01 Apr 2001. and is currently open access. The article focuses on the topics: Customer satisfaction & Customer intelligence.
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Figures
Table 1 SAMPLE PROFILE 
Table 5 IMPACT OF SATISFACTION FACTORS ON OVERALL CUSTOMER SATISFACTION 
Table 4 CONFIRMATORY FACTOR ANALYSIS RESULTS (SAMPLE 2) 
Table 3 CORRELATION MATRIX OF THE SEVEN INDSAT FACTORS (SAMPLE 1) 
Table 2 CONFIRMATORY FACTOR ANALYSIS RESULTS (SAMPLE 1) 
Figure 1 CAUSAL MODEL RELATING INDSAT FACTORS TO OVERALL CUSTOMER SATISFACTION
Citations
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