An Analysis of the New Norwegian Customer Satisfaction Barometer (New Ncsb) in a Brazilian Supermarket Context

Abstract

A lot of consumer satisfaction barometers have been proposed by the literature. However, a dilemma is that the validity, the reliability, and the methods used to assess customer satisfaction and related constructs continue to learn, to adapt, and to improve over time. Thus, this paper tries to understand the modifications and improvements proposed by the new NCSB in Brazil. New NCSB is considers one of the last satisfaction barometers projected by the literature. The results showed support to seven from twelve hypotheses proposed by the model. Conclusions and general comments end the paper.

Passenger Satisfaction Evaluation and Achieving Sustainable Integrated Urban Transport: Structural Equation Analysis Based on Macau Data

“…Customer satisfaction is described by the relationship between customers' idealized perceptions of services or goods in the early stages and their real feelings in the later stages [4,5]. Since then, scholars have constructed the Swedish Customer Satisfaction Model (SCSB) [6], the American Customer Satisfaction Model (ACSI) [7], the European Customer Satisfaction Model (ESCI) [8], the Norwegian Customer Satisfaction Model (NCSB) [9], the Brazilian Customer Satisfaction Model [10], the Chinese Customer Satisfaction Model [11], et al However, the available content is similar. For example, the American Customer Satisfaction Model is based on the Swedish Customer Satisfaction Model and consists of six latent and fourteen explicit variables, other cause variables (customer expectations, perceived value, and perceived quality), and outcome variables (customer complaints, customer loyalty).…”