Concept of customer satisfaction within the structural equation
modeling - measurement part

D 2016

Concept of customer satisfaction within the structural equation modeling - measurement part

SUCHÁNEK, Petr a Maria KRÁLOVÁ

Základní údaje

Originální název

Concept of customer satisfaction within the structural equation modeling - measurement part

Autoři

SUCHÁNEK, Petr (203 Česká republika, garant, domácí) a Maria KRÁLOVÁ (203 Česká republika, domácí)

Vydání

1. vyd. Košice, Marketing Management, Trade, Financial and Social Aspects of Business Conference Proceedings of the 4th International Scientific Conference, od s. 231-237, 7 s. 2016

Nakladatel

University of Economics in Bratislava Faculty of Business Economics with seat in Košice

Další údaje

Jazyk

angličtina

Typ výsledku

Stať ve sborníku

Obor

50204 Business and management

Stát vydavatele

Slovensko

Utajení

není předmětem státního či obchodního tajemství

Forma vydání

elektronická verze "online"

Odkazy

URL

Kód RIV

RIV/00216224:14560/16:00088479

Organizační jednotka

Ekonomicko-správní fakulta

ISBN

978-80-225-4293-7

Klíčová slova anglicky

customer satisfaction; structural equation modeling; confirmatory factor analysis; food industry enterprises

Příznaky

Mezinárodní význam, Recenzováno

Změněno: 19. 1. 2019 16:47, doc. Ing. Bc. Petr Suchánek, Ph.D.

Anotace

V originále

The subject of the article is an evaluation of a measurement model as a part of research into customer satisfaction. First, based on the literature, latent factors of customer satisfaction were identified, and then observable manifest variables were designed, by means of which it would be possible to measure these latent factors. The selected variables were then transferred to questions in a questionnaire, and the answers of respondents (customers of randomly selected food businesses) were used to assess the suitability of the proposed observable variables in measuring the factors of satisfaction. It was shown that the questions designed are good representatives of latent factors of satisfaction and constitute an appropriate basis for structural models of customer satisfaction.

Návaznosti

GA16-16260S, projekt VaV

Název: Přístup managementu k redukci zpětných toků ve vazbě na spokojenost zákazníků a neustálé zlepšování

Investor: Grantová agentura ČR, Přístup managementu k redukci zpětných toků ve vazbě na spokojenost zákazníků a neustálé zlepšování

Citovat

SUCHÁNEK, Petr a Maria KRÁLOVÁ. Concept of customer satisfaction within the structural equation modeling - measurement part. Online. In Ing. Cecília Olexová, PhD., doc. PhDr. Mária Janošková, PhD. Marketing Management, Trade, Financial and Social Aspects of Business Conference Proceedings of the 4th International Scientific Conference. 1. vyd. Košice: University of Economics in Bratislava Faculty of Business Economics with seat in Košice, 2016, s. 231-237. ISBN 978-80-225-4293-7.

@inproceedings{1365760,
   author = {Suchánek, Petr and Králová, Maria},
   address = {Košice},
   booktitle = {Marketing Management, Trade, Financial and Social Aspects of Business Conference Proceedings of the 4th International Scientific Conference},
   edition = {1.},
   editor = {Ing. Cecília Olexová, PhD., doc. PhDr. Mária Janošková, PhD.},
   keywords = {customer satisfaction; structural equation modeling; confirmatory factor analysis; food industry enterprises},
   howpublished = {elektronická verze "online"},
   language = {eng},
   location = {Košice},
   isbn = {978-80-225-4293-7},
   pages = {231-237},
   publisher = {University of Economics in Bratislava Faculty of Business Economics with seat in Košice},
   title = {Concept of customer satisfaction within the structural equation modeling - measurement part},
   url = {http://mts-conference.euke.sk/wp-content/uploads/Zbornik_MTS_2016.pdf},
   year = {2016}
}

TY  - JOUR
ID  - 1365760
AU  - Suchánek, Petr - Králová, Maria
PY  - 2016
TI  - Concept of customer satisfaction within the structural equation modeling - measurement part
PB  - University of Economics in Bratislava Faculty of Business Economics with seat in Košice
CY  - Košice
SN  - 9788022542937
KW  - customer satisfaction
KW  - structural equation modeling
KW  - confirmatory factor analysis
KW  - food industry enterprises
UR  - http://mts-conference.euke.sk/wp-content/uploads/Zbornik_MTS_2016.pdf
L2  - http://mts-conference.euke.sk/wp-content/uploads/Zbornik_MTS_2016.pdf
N2  - The subject of the article is an evaluation of a measurement model as a part of research into customer satisfaction. First, based on the literature, latent factors of customer satisfaction were identified, and then observable manifest variables were designed, by means of which it would be possible to measure these latent factors. The selected variables were then transferred to questions in a questionnaire, and the answers of respondents (customers of randomly selected food businesses) were used to assess the suitability of the proposed observable variables in measuring the factors of satisfaction. It was shown that the questions designed are good representatives of latent factors of satisfaction and constitute an appropriate basis for structural models of customer satisfaction.
ER  -

SUCHÁNEK, Petr a Maria KRÁLOVÁ. Concept of customer satisfaction within the structural equation modeling - measurement part. Online. In Ing. Cecília Olexová, PhD., doc. PhDr. Mária Janošková, PhD. \textit{Marketing Management, Trade, Financial and Social Aspects of Business Conference Proceedings of the 4th International Scientific Conference}. 1. vyd. Košice: University of Economics in Bratislava Faculty of Business Economics with seat in Košice, 2016, s.~231-237. ISBN~978-80-225-4293-7.

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