Identification of critical success factors that maximise customers’ satisfaction: multivariate analysis
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| Format: | Artículo científico |
| Language: | en |
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Universidade do Algarve
2015
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| _version_ | 1876485506460549120 |
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| author | Hélder Pires Ferreira |
| author_facet | Hélder Pires Ferreira |
| contents | Identification of critical success factors that maximise customers’ satisfaction: multivariate analysis Hélder Pires Ferreira Paula Odete Fernandes Estudios de Turismo customers Importance cluster analysis satisfaction matrix critical success factors This study was based on the identification of critical success factors (CSFs) that maximise cust omer satisfaction, as well as an analysis of customers’ degree of satisfaction and the importance that they attach to CSFs. For this purpose, 225 customers of the company Futurlab were surveyed, with a sampling error of 5.8% at a significance level of 5%. To identify the CSFs, we used exploratory factor analysis and, to analyse satisfaction and importance for the CSFs, we used an importance - satisfaction matrix. This study also sought to identify homogeneous groups of customers using cluster analysis. Based on the results, seven CSFs were identified, and, in general, customers showed satisfaction with the performance of Futurlab. The cluster analysis identified four clusters according to the importance and satisfaction attributed to the CSFs. 2015 artículo científico 2182-8458 https://www.redalyc.org/articulo.oa?id=388743883021 en http://www.redalyc.org/revista.oa?id=3887 Tourism & Management Studies application/pdf Universidade do Algarve Tourism & Management Studies (Portugal) Num.1 Vol.11 |
| format | Artículo científico |
| id | redalyc_388743883021 |
| institution | Redalyc |
| language | en |
| publishDate | 2015 |
| publisher | Universidade do Algarve |
| spellingShingle | Identification of critical success factors that maximise customers’ satisfaction: multivariate analysis Hélder Pires Ferreira Estudios de Turismo customers Importance cluster analysis satisfaction matrix critical success factors Identification of critical success factors that maximise customers’ satisfaction: multivariate analysis Hélder Pires Ferreira Paula Odete Fernandes Estudios de Turismo customers Importance cluster analysis satisfaction matrix critical success factors This study was based on the identification of critical success factors (CSFs) that maximise cust omer satisfaction, as well as an analysis of customers’ degree of satisfaction and the importance that they attach to CSFs. For this purpose, 225 customers of the company Futurlab were surveyed, with a sampling error of 5.8% at a significance level of 5%. To identify the CSFs, we used exploratory factor analysis and, to analyse satisfaction and importance for the CSFs, we used an importance - satisfaction matrix. This study also sought to identify homogeneous groups of customers using cluster analysis. Based on the results, seven CSFs were identified, and, in general, customers showed satisfaction with the performance of Futurlab. The cluster analysis identified four clusters according to the importance and satisfaction attributed to the CSFs. 2015 artículo científico 2182-8458 https://www.redalyc.org/articulo.oa?id=388743883021 en http://www.redalyc.org/revista.oa?id=3887 Tourism & Management Studies application/pdf Universidade do Algarve Tourism & Management Studies (Portugal) Num.1 Vol.11 |
| title | Identification of critical success factors that maximise customers’ satisfaction: multivariate analysis |
| topic | Estudios de Turismo customers Importance cluster analysis satisfaction matrix critical success factors |
| url | https://www.redalyc.org/articulo.oa?id=388743883021 |