IDEAS home Printed from https://ideas.repec.org/a/taf/japsta/v38y2011i9p1977-1993.html
   My bibliography  Save this article

An approach to setting up a national customer satisfaction index: the Jordan case study

Author

Listed:
  • Amjad D. Al-Nasser
  • Mohammad Y. Al-Rawwash
  • Anas S. Alakhras

Abstract

The aim of this paper was to develop a national customer satisfaction index (CSI) in Jordan and to derive its theory using generalized maximum entropy. During the course of this research, we conducted two different surveys to complete the framework of this CSI. The first one is a pilot study conducted based on a CSI basket in order to select the main factors that comprise the Jordanian customer satisfaction index (JCSI). Based on two different analyses, namely nonlinear principal component analysis and factor analysis, the explained variances in the first and second dimensions were 50.32 and 16.99% respectively. Also, Cronbach coefficients α in the first and second dimensions were 0.923 and 0.521, respectively. The results of this survey suggests the inclusion of loyalty, complaint, expectation, image and service quality as the main CS factors of our proposed model. The second study is a practical implementation conducted on the Vocational Training Corporation in order to evaluate the proposed JCSI. The results indicated that the suggested components of the proposed model are significant and form a good fitted model. We used the comparative fit index and the normed fit index as goodness-of-fit measures to evaluate the effectiveness of our proposed model. Both measures indicated that the proposed model is a promising one.

Suggested Citation

  • Amjad D. Al-Nasser & Mohammad Y. Al-Rawwash & Anas S. Alakhras, 2011. "An approach to setting up a national customer satisfaction index: the Jordan case study," Journal of Applied Statistics, Taylor & Francis Journals, vol. 38(9), pages 1977-1993, December.
  • Handle: RePEc:taf:japsta:v:38:y:2011:i:9:p:1977-1993
    DOI: 10.1080/02664763.2010.545107
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/02664763.2010.545107
    Download Restriction: Access to full text is restricted to subscribers.

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Adnan Aktepe & Süleyman Ersöz & Bilal Toklu, 0. "A multi-stage satisfaction index estimation model integrating structural equation modeling and mathematical programming," Journal of Intelligent Manufacturing, Springer, vol. 0, pages 1-20.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:taf:japsta:v:38:y:2011:i:9:p:1977-1993. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Chris Longhurst). General contact details of provider: http://www.tandfonline.com/CJAS20 .

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service hosted by the Research Division of the Federal Reserve Bank of St. Louis . RePEc uses bibliographic data supplied by the respective publishers.