Problems with structural equation models in customer satisfaction modelling

Research output: Chapter in Book/Report/Conference proceedingConference proceeding contribution

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 languageEnglish
Title of host publicationANZMAC 2004
Subtitle of host publicationproceedings : marketing accountabilities and responsibilities
Place of PublicationWellington, NZ
PublisherANZMAC
Pages1-8
Number of pages8
ISBN (Print)0475222151
Publication statusPublished - 2004
EventAustralian and New Zealand Marketing Academy Conference (2004) - Wellington, New Zealand
Duration: 29 Nov 20041 Dec 2004

Conference

ConferenceAustralian and New Zealand Marketing Academy Conference (2004)
CityWellington, New Zealand
Period29/11/041/12/04

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Keywords

  • customer satisfaction
  • modelling
  • structural equations

Cite this

Korkofingas, C. (2004). Problems with structural equation models in customer satisfaction modelling. In ANZMAC 2004: proceedings : marketing accountabilities and responsibilities (pp. 1-8). Wellington, NZ: ANZMAC.