The purpose of this paper is to compare several approaches to Importance-Performance Analysis (IPA) and show how different criteria can be used for dividing the IPA matrix to decisionmaking fields. The authors performed the IPA analysis basing on the data collected in customer satisfaction survey in health care sector. The survey was conducted from January to April 2016 in selected dentist's surgeries in cities Żywiec and Bielsko-Biała (southern Poland). Over 200 questionnaires were distributed, 100 of them returned. The study may facilitate the selection of appropriate form of matrix used in customer satisfaction surveys. It may be useful in future studies on adequate approach to IPA analysis. The paper is based on unpublished, own study.
The paper presents results of research on customer loyalty drivers on retail market. It verifies the degree of impact of customer satisfaction and retailer image on customer loyalty. The paper uses primary survey data, multi-item scales and structural equations modelling (SEM).The conceptual model used in the study combines 3 latent variables: retailer image, customer satisfaction and customer loyalty. Latent variables were equipped with a set of manifest variables, and they were measured in a survey. The paper assumes the following hypotheses: H1: there is a strong positive impact of retailer image on customer loyalty; H2: there is a strong positive impact of customer satisfaction on customer loyalty; H3: retailer image has a certain influence on customer satisfaction, as well.The survey was focused on supermarkets from southern Poland and their clients. The questionnaires were distributed using snowballing method. In total the sample included 328 respondents. A given table provides the results of the survey with the elements and structure of the sample.Reliability of the measurement model was evaluated with reliability coefficients: Cronbach's α and McDonald's ω. All blocks of manifest variables showed sufficient internal consistency (α and ω >0.7) so they could be used to determine the model. Structural equation modelling confirmed all relationships in the model at a high significance level (p <= 0.001). Additionally the model fit reached sufficient level. In the result the study showed that retailer image and customer satisfaction have important influence on customer loyalty. An important finding is that customer satisfaction has two times bigger impact on loyalty than retailer image. This led into conclusion that retailers should focus on building customer satisfaction, as it is the main drive of loyalty. The conclusion is made about the understanding of customer needs and expectations and meeting them should be a priority for managers, because it translates into customer affection and adequate profitability in the long term. The author highlights, that future research should concentrate on the different types of loyalty and theirs drivers, because there relation are not sufficiently explained in the literature. In author's opinion, the relation between brand loyalty and loyalty to the retailer is also an interesting field of research.In general, the article emphasizes the importance of scientific research of the relationships of buyers and retailers, that provide those services is very important in both
The purpose of this paper is to show the relation between job satisfaction and proactive behaviour. Existing studies clearly indicate the impact of proactive attitude on job satisfaction. The authors' objective was to verify this relation, assuming reversed hypothesis. Therefore their intention was to establish to what extent job satisfaction affects proactive attitude.Structural equation modelling (SEM) was implemented to test and verify the micromodel containing two latent variables: job satisfaction (exogenic) and proactive behaviour (endogenic). Both of them were equipped with relevant manifest variables, measured in a survey. The survey questionnaires were distributed using snowballing method and the model was tested on the sample of 292 employees.The verification process came out positive and provided necessary data to support the assumed hypothesis. However the model fit was problematic in a sense that it requires verification of the measurement model in order to increase the internal consistency of the set of variables used.These findings can contribute to future studies on job satisfaction. The article points out that as the active attitude is the result, rather than the factor of the job satisfaction, it can be of great importance to people managing human resources.
Purpose: The purpose of this paper was to compare three models of customer satisfaction with supermarkets in Poland. Authors decided to verify what kinds of satisfaction models are appropriate for describing relations between customer satisfaction and other constructs. Methodology: The authors used structural equation modelling (SEM) to test and validate models containing several latent variables, such as perceived quality, perceived value and customer expectations. All of them were equipped with proper manifest variables, measured in a survey. The survey questionnaires were distributed using snowballing method. Findings: Verified models confirmed the significant impact of perceived quality on customer satisfaction and these two variables demonstrated the highest correlation. The study showed that the customer satisfaction reaches higher determination in more complicated models, such as value-based model and confirmation model. The study also showed that customer expectations don’t have a direct impact on customer satisfaction. Practical implications: This paper shows various structures of construct influencing customer satisfaction in a specific branch – supermarkets in Poland. These findings can be used in future studies on customer satisfaction, especially in constructing different models of satisfaction. Results may allow managers to understand what factors shape customers satisfaction and what to improve at supermarkets. Authenticity: This paper is based on an unpublished, authors’ own study.
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