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Índices de Satisfacción del Consumidor: una aplicación de Modelos de Ecuaciones Estructurales a la Industria Automovilística Española

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Author Info

  • Mariel Chladkova, Petr
  • Fernández Aguirre, María Carmen
  • López Caro, Cristina María

Abstract

El objetivo del presente trabajo es la obtención de la variable latente Satisfacción Global del Consumidor (SGC), a partir de 25 indicadores proporcionados por la revista Autopista para 130 modelos de coches. La metodología empleada es la modelización mediante Sistemas de Ecuaciones Estructurales basándonos en consideraciones teóricas y en las variables latentes observadas en un Análisis Factorial Exploratorio previo. Cómo resultado se obtienen tres factores de satisfacción del consumidor en los que subyacen los siguientes factores parciales: Apariencia, Comportamiento, Economía, Prestaciones técnicas, Potencia y Habitabilidad. Los dos primeros factores se establecen como modelos de Análisis Factorial Confirmatorio de segundo orden. Las conclusiones de este trabajo permiten una mejor comprensión de las dimensiones de la satisfacción del consumidor y una mejora en la estimación de los índices.

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Bibliographic Info

Paper provided by Universidad del País Vasco - Departamento de Economía Aplicada III (Econometría y Estadística) in its series BILTOKI with number 2002-04.

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Date of creation: Oct 2002
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Handle: RePEc:ehu:biltok:200204

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Postal: Dpto. de Econometría y Estadística, Facultad de CC. Económicas y Empresariales, Universidad del País Vasco, Avda. Lehendakari Aguirre 83, 48015 Bilbao, Spain
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Keywords: análisis factorial confirmatorio; satisfacción global del consumidor;

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References

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  1. Fornell, Claes, 1983. " Issues in the Application of Covariance Structure Analysis: A Comment," Journal of Consumer Research, University of Chicago Press, vol. 9(4), pages 443-48, March.
  2. K. Jöreskog, 1969. "A general approach to confirmatory maximum likelihood factor analysis," Psychometrika, Springer, vol. 34(2), pages 183-202, June.
  3. Bagozzi, Richard P, 1983. " Issues in the Application of Covariance Structure Analysis: A Further Comment," Journal of Consumer Research, University of Chicago Press, vol. 9(4), pages 449-50, March.
  4. Gerbing, David W & Anderson, James C, 1984. " On the Meaning of Within-Factor Correlated Measurement Errors," Journal of Consumer Research, University of Chicago Press, vol. 11(1), pages 572-80, June.
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Cited by:
  1. Mariel Chladkova, Petr & Fernández Aguirre, María Carmen & López Caro, Cristina María, 2003. "Spanish Customer Satisfaction Indices by Cumulative Panel Data," BILTOKI 2003-12, Universidad del País Vasco - Departamento de Economía Aplicada III (Econometría y Estadística).

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