Determinants of customer satisfaction with airline services: An analysis of customer feedback big data

Park, Eunil; Jang, Yeonju; Kim, Jina; Jeong, Nam Jeong; Bae, Kunwoo; Pobil, Ángel P. del

doi:10.1016/j.jretconser.2019.06.009

Cited by 75 publications

(35 citation statements)

References 31 publications

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“…In other words, CS exerts an influence on the foundation of any successful businesses including beauty and cosmetics in the extreme competitive market. This is possibly because of the fact that higher CS level plays a vital role in encouraging customers to repurchase their products or reuse services ( Hoyer et al, 2001 ; Park et al, 2019 ). It can be understood as a measurement determining the happiness of customers regarding their consumed products or services.…”

Section: Introductionmentioning

confidence: 99%

Developing and validating five-construct model of customer satisfaction in beauty and cosmetic E-commerce

Nguyen¹

2020

Heliyon

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Grounded on the American Customer Satisfaction Framework (ACSF) of Bryant (1995) , the European Customer Satisfaction Framework Model (ECSF) of Anderson and Fornell (2000) , and Eleven-factor Customer Satisfaction Model of Hokanson (1995) , this study develops reliable and valid five constructs of customer satisfaction theoretical model and build up a questionnaire in the unique context of Beauty and Cosmetic Online Shopping in the Vietnamese market. More specifically, we identified five main constructs including 5 implementation constructs (i.e., online shopping experience, customer service, external incentives, security/privacy, and personal characteristics), and one outcome construct (i.e., customer satisfaction). A detailed questionnaire was then developed with items for these constructs along with the questions on the personal characteristics of the respondents. The questionnaire was sent to randomly consumers via online channels including Facebook. The target participants are Vietnamese people who have experience in shopping online products like beauty and cosmetics. Based on 334 full responses have been received, we use Exploratory Factor Analysis (EFA) to test for 167 observations to ensure that all items in each scale reflected sufficiently the scope of each construct. This technique helps to identify the underlying dimensions of consumer satisfaction. Furthermore, we also employ Confirmatory Factor Analysis (CFA) to validate the constructs and items in questionnaire. To do this, we have used the sample of 167 responses. Finally, together with results from SEM models, our study contributes to providing a reliable and valid questionnaire which fully reflect for our self-constructed theoretical model of five constructs including Online shopping experience (OSE), External incentives (EI), Seller service (SS), and Security/privacy (SP), as well as personal characteristics (PC).

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Section: Introductionmentioning

confidence: 99%

Developing and validating five-construct model of customer satisfaction in beauty and cosmetic E-commerce

Nguyen¹

2020

Heliyon

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“…The literature on consumer satisfaction involves theoretical models, including the American Customer Satisfaction Index (ACSI) (Fornell, Johnson, Anderson, Cha, & Bryant, 1996), the Norwegian Customer Satisfaction Barometer (NCSB) (Andreassen & Lervik, 1999; Andreassen & Lindestad, 1998), the European Customer Satisfaction Index (ECSI) (Eklof, 2000), and corresponding improvements (Johnson, Gustafsson, & Andreassen, 2001) as well as applications, such as in the banking industry (Elbeltagi & Agag, 2016; Ozatac et al, 2016), retail industry (Gonzalo, 2017; Hult et al, 2019), and aviation service industry (Park et al, 2019; Sezgen et al, 2019). However, research in the motion picture industry has received little attention compared to other products or services that are functionally oriented.…”

Section: Theoretical Backgroundmentioning

confidence: 99%

“…The results of existing studies on the antecedents of film consumer satisfaction are controversial and even contradictory (Burzynski & Bayer, 1977; Ladhari, 2007a; Levin et al, 1997). Most of the previous research methods were based on the idea of regression, such as MRA (Gonzalo, 2017) or SEM (Garbarino & Johnson, 1999; Gok, Ersoy, & Boruhan, 2019; Park et al, 2019), which assumes that there is a symmetry between the antecedent conditions and consequence. It disconnects the overall correlation among factors, resulting in the uncertainty of research results when a factor is discussed separately.…”

Section: Theoretical Backgroundmentioning

confidence: 99%

“…Satisfaction is positively influenced by customer experience as well as experiential value arising from consumption experience (Amoah, Radder, & Eyk, 2016; Srivastava & Kaul, 2014; Wu & Liang, 2009; Zhang, Dewald, & Neirynck, 2009). Consumer satisfaction has increasingly become the central concept in all business activities (Anderson, Fornell, & Lehmann, 1994; Park et al, 2019) and it is therefore necessary to pay attention to it. However, a review of the literature indicates that the links between consumer satisfaction and its antecedents are intricate or controversial (Burzynski & Bayer, 1977; Ladhari, 2007a; Levin, Levin, & Heath, 1997).…”

Section: Introductionmentioning

confidence: 99%

“…Previous studies pertaining to consumer satisfaction have investigated this factor in the banking industry (Elbeltagi & Agag, 2016; Ozatac, Saner, & Sen, 2016), the retail industry (Gonzalo, 2017; Hult, Sharma, Morgeson, & Zhang, 2019), the aviation service industry (Park et al, 2019; Sezgen et al, 2019), and so on, but there are few studies on the motion picture industry. For example, Garbarino and Johnson (1999) focused on the overall satisfaction (or cumulative satisfaction) at the macro level of an American off‐Broadway repertory theater.…”

Section: Introductionmentioning

confidence: 99%

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The configurational influence mechanism of film consumption experience on customer satisfaction

Tang

2020

J of Consumer Behaviour

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To ensure the quality of consumers' experience and realize the maximization of economic benefits in the short term, customer satisfaction has become increasingly significant in the film industry. This study clarifies the configurational influence mechanism between consumer expectation, brand image, and five experiential values toward film consumer satisfaction. With this aim, text data were mined and a new configurational customer satisfaction index model was constructed that integrates experiential value theory based on the European Consumer Satisfaction Index model. Additionally, fuzzy‐set qualitative comparative analysis is employed to explore the influence mechanism of film consumer satisfaction from the perspective of configuration. The five configurations produced correspond to five equivalent paths, which can be further divided into four types to explain the influence mechanism of film consumer satisfaction. Regarding the antecedent conditions, the intrinsic value of a film, followed by the extrinsic value are the key factors affecting satisfaction. This study changes the passive survey questionnaire output form to active input of comment mining. Additionally, it abandons the traditional regression perspective for research; a new configurational perspective is used to explore the complexity of antecedent conditions and the equivalence of consequence of film consumer satisfaction.

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Service Quality Evaluation Using Text Mining: A Systematic Literature Review

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Determinants of customer satisfaction with airline services: An analysis of customer feedback big data

Cited by 75 publications

References 31 publications

Developing and validating five-construct model of customer satisfaction in beauty and cosmetic E-commerce

Developing and validating five-construct model of customer satisfaction in beauty and cosmetic E-commerce

The configurational influence mechanism of film consumption experience on customer satisfaction

Service Quality Evaluation Using Text Mining: A Systematic Literature Review

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