文章基本信息

标题：Índices nacionales de satisfacción del consumidor. Una propuesta de revisión de la literatura
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作者：Santiago Ospina Pinzón ; Irene Gil Saura
期刊名称：Cuadernos de Administración
印刷版ISSN：1900-7205
出版年度：2011
卷号：24
期号：43
语种：Spanish
出版社：Pontificia Universidad Javeriana
摘要：In the last few decades, many researchers in the field of marketing studying consumer behavior have concluded that satisfaction is one of the best indicators for future corporate profits. S ince the nineties, national satisfaction indices have been developed as a macro evaluation tool, from the costumer’s point of view, in order to complement traditional objective measures of economic performance. This paper presents a review of the most relevant national satisfaction indices in both practical and academic environments, identifying the variables that configure the models developed in each proposal. The conclusions highlight the importance and relevance of the national satisfaction indices development. Likewise, suggestions that could contribute to obtain better results in future versions are proposed.
其他摘要：In the last few decades, many researchers in the field of marketing studying consumer behavior have concluded that satisfaction is one of the best indicators for future corporate profits. Since the nineties, national satisfaction indices have been developed as a macro evaluation tool, from the costumer’s point of view, in order to complement traditional objective measures of economic performance. This paper presents a review of the most relevant national satisfaction indices in both practical and academic environments, identifying the variables that configure the models developed in each proposal. The conclusions highlight the importance and relevance of the national satisfaction indices development. Likewise, suggestions that could contribute to obtain better results in future versions are proposed.
关键词：National satisfaction index;quality;loyalty;perceived value;image;Índice de satisfacción nacional;calidad;lealtad;valor percibido;imagen;Índice de satisfação nacional;qualidade;lealdade;valor percebido;imagem
其他关键词：National satisfaction index; quality; loyalty; perceived value; image