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Determining Attribute Importance in a Customer Satisfaction Model
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.ORCID iD: 0000-0001-8278-1442
2004 (English)In: Journal of Service Research, (2004) 7: pp 124-141Article in journal (Refereed)
Abstract [en]

Determining the importance that customers place on the product and service attributes that drive their satisfaction with and loyalty to service providers is an essential part of a firms resource allocation process. An unsettled issue is whether importance measures should come directly from customers or be derived statistically and, if so, how. The authors compare direct importance ratings with a variety of methods for statistically deriving attribute importance in a customer satisfaction model. Using three data sets, the methods are compared on criteria that include their ability to explain variation in satisfaction, identify customers more important attributes, and be interpretable. The findings suggest that, because each of the tested methods has its strengths and weaknesses, it is essential to choose a method that is compatible with the research goals and context

Place, publisher, year, edition, pages
2004.
National Category
Business Administration
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-18269OAI: oai:DiVA.org:kau-18269DiVA: diva2:591899
Available from: 2013-01-21 Created: 2013-01-21 Last updated: 2014-12-11

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  • apa
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