Customer satisfaction and loyalty analysis with classification algorithms and Structural Equation Modeling

Structure of the Variables that Affect Job Satisfaction Study in Cuban Organizations

“…In some investigations they conceive it as an end, placing man in the center of attention (Park, Seo, Park, Bettini, and Smith, 2016). Others, as a means to impact on performance indicators, such as: Productivity, quality service, organizational co mmit ment, staff turnover and absenteeism; where it is assumed as a general hypothesis that satisfied workers have greater co mmit ment and create the conditions to raise quality, customer satisfaction and productivity and decrease staff turnover and absenteeism (Chen, Sparrow, and Cooper, 2016;A lvarez-García, Del Río -Rama, Saraiva, and Ramos-Pires, 2016;A masonah, Gamor, Deri, and Amissah, 2016;Jafari Navimipour and Soltani, 2016;Chiang and Lin, 2016;Hsu and Liao, 2016;A mponsahTawiah, Annor, and Arthur, 2016;Hsu and Liao, 2016).Several investigations, on the other hand, s eek to identify or understand which variables influence JS and how they interact (Alegre, et al, 2016;Amponsah -Tawiah, et al, 2016), while others seek to measure or evaluate the level of JS (Chang and Cheng, 2014;Ro w, Paik, Griffeth, and Allen, 2014;Macintosh and Krush, 2014;Spagnoli, Caetano, and Santos, 2012). Th is research aims to know, under an integral conception, what variables are involved in JS, and the extent to which they interrelate with each other.…”

“…The studies of job satisfaction (JS) are as old as they are different (1976, quoted by Alegre, Mas -Machuca andBerbegal-Mirabent, 2016), which is analy zed by varied sciences like Psychology and Organizational management. For this reason, among others, the variety of research on the subject is abundant.…”

How Important Is Customer Satisfaction? Quantitative Evidence from Mobile Telecommunication Market

“…For this study, customer loyalty is defined as the reappearance of the customers with the same organisation for longer periods. As the level of competition increases, so does the need for customer loyalty, since there is a wide range of choice, fast, creative, and innovative services (Bodet, 2008;Kim et al, 2016;Kumar et al, 2013;Karjaluoto et al, 2012;Aktepe et al, 2015;Rasheed & Abadi, 2014;Stevens, 2000;Chang, 2015).…”

“…Grönholdt et al (2000) point out that customer loyalty is a function of customer satisfaction, and that loyal customers affect a company's financial performance. Wong and Zhou (2006), Aktepe et al (2015) and Chang, (2015) specify that satisfaction is one of the key factors affecting customer loyalty. Analytical studies by Maxham and Netemeyer (2002) and Blodgett et al (1997) recognise the fact that satisfied customers publicise the firm and are more likely to remain loyal.…”

Talent Management in an Organization

“…In e.g. Shiau & Luo (2012), Hsu et al (2014) and Aktepe et al (2015), there was a structural equation modelling applied for the customer satisfaction measurement. states that the quality of IS is the predictor of intention to use and user satisfaction.…”