Problems with structural equation models in customer satisfaction modelling | Macquarie University ResearchOnline

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Please use this identifier to cite or link to this item: http://hdl.handle.net/1959.14/94273

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Title: Problems with structural equation models in customer satisfaction modelling
Related: Australian and New Zealand Marketing Academy Conference (29 November - 1 December 2004 : Wellington, New Zealand)
Related: ANZMAC 2004 : proceedings : marketing accountabilities and responsibilities, p.1-8
Related: http://smib.vuw.ac.nz:8081/WWW/ANZMAC2004/CDsite/papers/Korkofi2.PDF
Publisher: Wellington, NZ : ANZMAC
Date: 2004
FoR/RFCD Code(s): 150500 Marketing
Author/Creator: Korkofingas, Con
Description: This paper examines structural equation models applied to modelling customer satisfaction. A number of weaknesses of the structural equations approach are discussed in both theoretical modelling and application to customer satisfaction measurement. The weaknesses of the structural equations approach are reflected in poor prediction and applicability of customer satisfaction models in business. An alternative utility based framework is suggested that improves on many of the deficiencies of the structural equations approach.
Description: 8 page(s)
Subject Keyword: 150500 Marketing
Subject Keyword: customer satisfaction
Subject Keyword: modelling
Subject Keyword: structural equations
Resource Type: conference paper
Organisation: Macquarie University. Dept. of Business

Macquarie University ResearchOnline