文章基本信息

标题：An investigation into the determinants of customer satisfaction
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作者：Seyedaliakbar, S. ; Zaripour, M. ; Zangeneh, G. 等
期刊名称：Uncertain Supply Chain Management
印刷版ISSN：2291-6822
电子版ISSN：2291-6830
出版年度：2016
卷号：4
期号：4
页码：263-268
DOI：10.5267/j.uscm.2016.5.002
语种：English
出版社：Growing Science
摘要：During the past few years, there have been an increasing competition among auto producers. Customers have experienced emissions misrepresentation activities from well-known auto producers such as Volkswagen and Mitsubishi, and have increased their expectations, accordingly. This paper designs a questionnaire to measure factors influencing on customer satisfaction in Likert scale, and distributes it among 210 randomly selected people who purchased a product from an Iranian Auto maker named SAIPA. The questionnaire was validated by some experts and it was also verified using Cronbach alpha (α = 0.83). Using structural equation modeling with Varimax rotation, the study has detected four groups of factors including car specifications and options, before sales services, after sales services and payment policy, which influence the most on customer satisfaction.
关键词：Customer satisfaction;Auto Industry;Structural Equation Modeling