Abstract
This paper examines structural equation models applied to modelling customer satisfaction. A number of weaknesses of the structural equations approach are discussed in both theoretical modelling and application to customer satisfaction measurement. The weaknesses of the structural equations approach are reflected in poor prediction and applicability of customer satisfaction models in business. An alternative utility based framework is suggested that improves on many of the deficiencies of the structural equations approach.
| Original language | English |
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| Title of host publication | ANZMAC 2004 |
| Subtitle of host publication | proceedings : marketing accountabilities and responsibilities |
| Place of Publication | Wellington, NZ |
| Publisher | ANZMAC |
| Pages | 1-8 |
| Number of pages | 8 |
| ISBN (Print) | 0475222151 |
| Publication status | Published - 2004 |
| Event | Australian and New Zealand Marketing Academy Conference (2004) - Wellington, New Zealand Duration: 29 Nov 2004 → 1 Dec 2004 |
Conference
| Conference | Australian and New Zealand Marketing Academy Conference (2004) |
|---|---|
| City | Wellington, New Zealand |
| Period | 29/11/04 → 1/12/04 |
Keywords
- customer satisfaction
- modelling
- structural equations