American Customer Satisfaction Index
The American Customer Satisfaction Index (ACSI), developed by Fornell and colleagues in 1996, is a structural equation modeling-based approach to measuring and predicting customer satisfaction across industries and over time. ACSI assesses customer expectations, perceived value, perceived quality, complaints, and loyalty in a unified framework. Since 1994, ACSI data has been collected quarterly on thousands of customers across diverse U.S. industries, making it a key economic indicator and benchmark for organizational performance.
Allikakirje
Tsiteeringud kopeeritud meetodi allikakirjest sõna-sõnalt. Nendest ei saa järeldada väidete tasemel kinnitust.
- Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). The American Customer Satisfaction Index: Nature, Purpose, and Findings. Journal of Marketing, 60(4), 7-18. · DOI 10.1177/002224299606000403
- Fornell, C., Mital, V., & Veingerl, I. (2015). Developing and Testing a Theory of Consumer Delight. Journal of the Academy of Marketing Science, 43(2), 299-315. · URL
Kureeritud väited
Väited on salvestatud tõendite registrisse, igal oma hinnanguga.
See vaade ei loo väite hinnangut, kui registris seda pole.
Seotud meetodid
Genereeritud meetodigraafist ja kuvatud masina soovitatud seostena – väiteid ei järeldata.