This paper reports the development of the Hong Kong consumer satisfaction index (HKCSI) – a new type of consumer‐oriented economic performance indicator representing the quality of products (commodities and services) sold in Hong Kong as evaluated by Hong Kong consumers – as well as the findings of HKCSI from 1998 to 2000, each year with more than 10,000 successful telephone interviews on about 60 products. According to Hong Kong's special economic structure, the HKCSI is constructed from a consumption point of view concentrating on products and the products’ consumers, rather than from the popular production point of view focusing on firms and the firms’ customers. Key features of HKCSI include: the direct introduction of consumer characteristics (such as age, education, and income) in model construction; the wide coverage of services, especially free services; and the adoption of a product weighting system based on consumer price index (CPI), not on gross domestic product (GDP). In this paper, a theoretical framework of consumer satisfaction is first presented after investigating the relevant literature, and then the large‐scale consumer survey scheme adopted to collect the data and the structural equation modeling technique employed to estimate the indexes are discussed. New considerations in the HKCSI in such areas as model structure, indicator and questionnaire design, and product classification are elaborated upon. Next, the estimated results are analyzed focusing on the reliability and validity of the model, on the relationships among consumer satisfaction and its antecedents and consequences, and especially on the effects of consumer characteristics on consumer satisfaction and the implications of such effects for marketing practice. The results are generally consistent across different products, broadly acceptable and in agreement with previous findings, and are also relevant to Hong Kong's special situation. The paper concludes with a summary and some remarks on problems in the present study and future research directions.
This paper proposes a skewness correction (SC) method for constructing the X and R control charts for skewed process distributions. Their asymmetric control limits (about the central line) are based on the degree of skewness estimated from the subgroups, and no parameter assumptions are made on the form of process distribution. These charts are simply adjustments of the conventional Shewhart control charts. Moreover, the X chart is almost the same as the Shewhart X chart if the process distribution is known to be symmetrical. The new charts are compared with the Shewhart charts and weighted variance (WV) control charts. When the process distribution is in some neighborhood of Weibull, lognormal, Burr or binomial family, simulation shows that the SC control charts have Type I risk (i.e., probability of a false alarm) closer to 0.27% of the normal case. Even in the case where the process distribution is exponential with known mean, not only the control limits and Type I risk, but also the Type II risk of the SC charts are closer to those of the exact X and R charts than those of the WV and Shewhart charts.
scite is a Brooklyn-based organization that helps researchers better discover and understand research articles through Smart Citations–citations that display the context of the citation and describe whether the article provides supporting or contrasting evidence. scite is used by students and researchers from around the world and is funded in part by the National Science Foundation and the National Institute on Drug Abuse of the National Institutes of Health.