ArticleSpringerPlus2016
An empirical research on customer satisfaction study: a consideration of different levels of performance.
Article in SpringerPlus, 2016. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 6 papers.
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Who cites it
6 citing papers in PubMed.
- Promoting Parental Loyalty Through Social Responsibility: The Role of Brand Trust and Perceived Value in Chinese Kindergartens.Behavioral sciences (Basel, Switzerland) · 2025Article
- Analysis of latent profiles and affected factors according to the implementation of a protection system against customer bullying in Korea.BMC public health · 2022Article
- Assessment of the satisfaction with public health insurance programs by patients with chronic diseases in China: a structural equation modeling approach.BMC public health · 2021Article
- Customer satisfaction analysis of the healthy elderly to investigate the association among happiness, health status, and well-being using the Happiness & Health Feeling Scale.Journal of physical therapy science · 2019Article
- An Empirical Study of the Impact of the Air Transportation Industry Energy Conservation and Emission Reduction Projects on the Local Economy in China.International journal of environmental research and public health · 2018Article
- The Development Evaluation of Economic Zones in China.International journal of environmental research and public health · 2018Article
Corrections and comments
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Authors and funding
7 authors.
Funding
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Abstract
Customer satisfaction is the key factor for successful and depends highly on the behaviors of frontline service providers. Customers should be managed as assets, and that customers vary in their needs, preferences, and buying behavior. This study applied the Taiwan Customer Satisfaction Index model to a tourism factory to analyze customer satisfaction and loyalty. We surveyed 242 customers served by one tourism factory organizations in Taiwan. A partial least squares was performed to analyze and test the theoretical model. The results show that perceived quality had the greatest influence on the customer satisfaction for satisfied and dissatisfied customers. In addition, in terms of customer loyalty, the customer satisfaction is more important than image for satisfied and dissatisfied customers. The contribution of this paper is to propose two satisfaction levels of CSI models for analyzing customer satisfaction and loyalty, thereby helping tourism factory managers improve customer satisfaction effectively. Compared with traditional techniques, we believe that our method is more appropriate for making decisions about allocating resources and for assisting managers in establishing appropriate priorities in customer satisfaction management.
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Registered trials
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