Customer Satisfaction: A Meta-Analysis of the Empirical Evidence

Szymanski, David M.; Henard, David H.

doi:10.1177/0092070301291002

Cited by 1,582 publications

(988 citation statements)

References 63 publications

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“…According to the ECM-ISC theory, users IS continuance is similar to consumers' repeat consumption in the business world, in that they are both determined by the level of satisfaction [11,12]. If expectation is confirmed in the early stage of IS use, then the user will be more satisfied and the level of perceived usefulness will also increase.…”

Section: Research Hypotheses and Conceptual Modelmentioning

confidence: 99%

An ECM-ISC based Study on Learners’ Continuance Intention toward E-learning

Tan

Shao

2015

Int. J. Emerg. Technol. Learn.

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Abstract-E-learning has been developing rapidly in recent years; however, as the student number and market scale are growing fast, there is also a growing concern over the issue of high dropout rates in e-learning. High dropout rate not only harms both education institutions and students, but also jeopardises the development of e-learning systems. Understanding the behavioural mechanism of students' continuance learning in online programmes would be helpful for reducing the dropout rate. In order to explain students continuance intention toward e-learning, this study combines theories from the fields of information management and pedagogy. By adding two constructs, namely academic integration and social integration, from the theories of dropout as antecedent variables, an improved ECM-ISC model for e-learners' continued learning intention was put forward. Results from structural equation modeling (SEM) demonstrate a stronger explanatory power of the new model. Based on the results from empirical analyses, corresponding suggestions are proposed in the end of this paper.

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Section: Research Hypotheses and Conceptual Modelmentioning

confidence: 99%

An ECM-ISC based Study on Learners’ Continuance Intention toward E-learning

Tan

Shao

2015

Int. J. Emerg. Technol. Learn.

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“…According to prior empirical studies there is a significant and positive relationship between fairness and customer satisfaction (Szymanski & Henard, 2001;Tax, Brown, & Chandrashekaran, 1998). Therefore, we used customer satisfaction as the criterion variable.…”

Section: Criterion Validitymentioning

confidence: 99%

Service Fairness Scale: Development, Validation, and Structure

Ting¹

2013

IJMS

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Service fairness lacks a clear dimensionality and there remains uncertainty about the structural relationship among dimensions within this construct. A comprehensive measurement model of service fairness in the context of consumer-retailer is developed in this study. We make a theoretical justification of the five dimensions which composes this construct and its factor structure. According to the systematic approach, we obtain five reliable and valid subscales of service fairness and also confirm service fairness is a three-order structural model.

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“…When choosing a shop, a consumer considers the facilities/services, environmental factors, accessibility, shop mood, salespersons, and their competencies, and so on, as their main factors. When there is a feeling of satisfaction with the experience, the consumer revisits the shop and may recommend it to acquaintances [29,[42][43][44][45][46][47][48][49]. Location factors are also important factors that affect consumer purchase behavior in Korean traditional retail districts [50].…”

Section: Literature Reviewmentioning

confidence: 99%

Examining the Effectiveness of Government Policy for Retail Districts: Evidence from Korea

2018

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This paper seeks to measure the effects of policy on the self-employed conducting business in traditional retail districts. To verify policy we performed a practical analysis utilizing the multinomial logit model on the relationship between consumption behaviors and the attendant satisfaction level of consumers in the urban commercial districts. We first identified traditional retail districts that had received government policy support and those that had not. We then visited these districts to survey the satisfaction levels of customers. In total, 400 people were surveyed for this study. The results show that political support for the self-employed who conduct business inside the traditional retail districts has a partial effect. Especially, for the policy beneficiaries, the customer's satisfaction level in specific political support has a very important meaning. The study analyzed the factors necessary for the continuous growth of traditional retail districts, considering consumption behaviors and shop selection attributes. We argue that government support can help sustain regional commercial districts and the individual self-employed through consumer behavior and the magnification of satisfaction levels.

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Customer Satisfaction: A Meta-Analysis of the Empirical Evidence

Cited by 1,582 publications

References 63 publications

An ECM-ISC based Study on Learners’ Continuance Intention toward E-learning

An ECM-ISC based Study on Learners’ Continuance Intention toward E-learning

Service Fairness Scale: Development, Validation, and Structure

Examining the Effectiveness of Government Policy for Retail Districts: Evidence from Korea

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