Abstract
The market segmentation for customer satisfaction via a new latent structure multidimensional scaling model was analyzed. To address the flexibility of measurement, an extension of the researchers methodology was provided by Wu and Padgett in which only performance and expectation are measured while disconfirmation is constructed as a gap between performance and expectation. It was found that this approach reduces the data collection difficulty and cost and increases the survey reliability. The primary benefit derived with this approach is the ability to simultaneously derive a spatial representation of the components of customer satisfaction/dissatisfaction, estimate the appropriate dimensionality, and investigate the impact on overall satisfaction.
Original language | English (US) |
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Pages (from-to) | 317-318 |
Number of pages | 2 |
Journal | Applied Stochastic Models in Business and Industry |
Volume | 21 |
Issue number | 4-5 |
DOIs | |
State | Published - Jul 2005 |
All Science Journal Classification (ASJC) codes
- Modeling and Simulation
- General Business, Management and Accounting
- Management Science and Operations Research