The factor structure of customer satisfaction

By Kurt Matzler, E. Sauerwein. 2002

398 citations recorded by the source corpus.

Subfields: Food Science, Management of Technology and Innovation, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/28a3da74aa861d9e00e425aefb7e60268036049e

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Citations in the corpus

Importance-Performance Analysis based SWOT analysis (2016, methodology): “Note that the sample size of both department were greater than 30 which is the minimum required sample size for data analysis using MLR computed by G*Power (see Appendix B).”
Customer delight and market segmentation: an application of the three-factor theory of customer satisfaction on life style groups. (2008, methodology): “…and complaints (e.g. Cadotte & Turgeon, 1988), a special questionnaire developed by Kano (e.g. Kano, 1984; Matzler et al., 1996), the critical incident technique (e.g. Backhaus & Bauer, 2000; Johnston, 1995) and regression analysis (e.g. Anderson & Mittal, 2000; Matzler & Sauerwein, 2002).”
Customer satisfaction and dissatisfaction in retail banking: Exploring the asymmetric impact of attribute performances (2009, methodology): “…intuitions of the two- and three-factor theories, which demonstrated a nonlinear and asymmetric relationship between attribute performances and overall customer satisfaction (Anderson and Mittal, 2000; Brandt, 1988; Gale, 1994; Johnston, 1995; Kano, 1984; Matzler and Sauerwein, 2002; Oliver, 1997).”
Measuring the Relative Importance of Service Dimensions in the Formation of Price Satisfaction and Service Satisfaction: A Case Study in the Hotel Industry (2006, methodology): “In order to test the asymmetric relationship between the satisfaction factors and overall satisfaction a dichotomized type of regression analysis with dummy variables was used (Anderson & Mittal, 2000; Matzler & Sauerwein, 2002; Mittal et al., 1998).”
Importance-performance analysis revisited: the role of the factor structure of customer satisfaction (2003, background): “There is growing evidence [for an overview see Matzler and Sauerwein, 2002, Johnston 1995] that service quality attributes fall into three categories that have different impacts on the formation of customer satisfaction: basic factors (dissatisfiers), excitement factors (satisfiers) and performance…”
Gain more insight from your PLS-SEM results: The importance-performance map analysis (2016, methodology): “In this context, the penalty-reward contrast analysis of IPMA results (Matzler & Sauerwein, 2002; Matzler, Sauerwein, & Heischmidt, 2003) could be another promising avenue for future research.”
Using a revised importance–performance analysis approach: The case of Taiwanese hot springs tourism (2007, methodology): “…suggest that quality attributes can be understood using three categories: basic factors, performance factors, and excitement factors (Brandt, 1988; Johnston, 1995; Matzler et al., 1996; Oliver, 1997; Matzler and Hinterhuber, 1998; Anderson and Mittal, 2000; Matzler and Sauerwein, 2002) (Fig.”
Destination Benchmarking: An Indicator-System’s Potential for Exploring Guest Satisfaction (2004, methodology): “Second, it is highly questionable that a direct measure of attribute importance can be reliable (Matzler and Sauerwein 2002, 327).”