AN ANALYSIS OF THE NEW NORWEGIAN CUSTOMER SATISFACTION BAROMETER (NEW NCSB) IN A BRAZILIAN SUPERMARKET CONTEXT

Authors

  • Luiz Antonio Slongo Universidade Federal do Rio Grande do Sul
  • Valter Afonso Vieira Universidade Federal do Rio Grande do Sul

Abstract

A lot of consumer satisfaction barometers have been proposed by the literature. However, a dilemma is that the va lidity, the reliability, and the methods used to assess customer satisfaction and related constructs continue to learn, to adapt, and to improve over time. Thus, this paper tries to understand the modifications and improvements proposed by the new NCSB in Brazil. New NCSB is considers one of the last satisfaction barometers projected by the literature. The results showed support to seven from twelve hypotheses proposed by the model. Conclusions and general comments end the paper.

KEYWORDS: Satisfaction; Loyalty; Barometers; Supermarket; Models.

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Author Biographies

Luiz Antonio Slongo, Universidade Federal do Rio Grande do Sul

Professor de Marketing no Mestrado/Doutorado do PPGA/EA/UFRGS

Valter Afonso Vieira, Universidade Federal do Rio Grande do Sul

Mestre em Administração e Marketing pelo PPGA/EA/UFRGS

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Published

2008-08-01

Issue

Vol. 8 No. 3 (2007)

Section

Presentation

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