A COMPARISON BETWEEN THE AMERICAN CUSTOMER SATISFACTION INDEX (ACSI) AND THE EUROPEAN CUSTOMER SATISFACTION INDEX (ECSI): A STUDY IN THE SERVICE SECTOR

Authors

  • Humberto Elias Garcia Lopes Pontifícia Universidade Católica de Minas Gerais
  • Camila Cristina de Paula Pereira Faculdade de Ciências Administrativas e Contábeis de Itabira
  • Ana Flávia Santos Vieira Pontifícia Universidade Católica de Minas Gerais

Abstract

The central objective of this study is to compare the American Customer Satisfaction Index (ACSI) and the European Customer Satisfaction Index (ECSI), preserving the structural relations between the latent variables as originally established. For both, it has been chosen a quantitative approach, focused on structural equation modeling through confirmatory factor analysis. The sample was formed by 2,145 customers of companies in the service sector, working in the State of Minas Gerais. The main results indicated that the ACSI can measure the satisfaction of more accurately than the ECSI. Another aspect is that the complaint had a significant effect on satisfaction and loyalty with the service provided.

KEYWORDS Service; Satisfaction; Models; ACSI; ECSI.

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Author Biographies

Humberto Elias Garcia Lopes, Pontifícia Universidade Católica de Minas Gerais

Doutor em Administração pela Universidade Federal de Minas Gerais (UFMG). Professor do Programa de Pós-Graduação em Administração da Pontifícia Universidade Católica de Minas Gerais (PUC-MG).

Camila Cristina de Paula Pereira, Faculdade de Ciências Administrativas e Contábeis de Itabira

Mestre em Administração pela Pontifícia Universidade Católica de Minas Gerais (PUC-MG). Professora da Faculdade de Ciências Administrativas e Contábeis da Fundação Comunitária de Ensino Superior de Itabira (FACCI).

Ana Flávia Santos Vieira, Pontifícia Universidade Católica de Minas Gerais

Bacharelanda em Administração pela Pontifícia Universidade Católica de Minas Gerais (PUC-MG).

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Published

2009-04-03

Issue

Vol. 10 No. 1 (2009)

Section

Presentation

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