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The Resource American Customer Satisfaction Index, 1999

American Customer Satisfaction Index, 1999

Label
American Customer Satisfaction Index, 1999
Title
American Customer Satisfaction Index, 1999
Creator
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Summary
The American Customer Satisfaction Index (ACSI) is a uniform and independent measure of household consumption experience. The ACSI tracks trends in customer satisfaction and provides benchmarking insights into the consumer economy for companies, industry trade associations, and government agencies. It is based on modeling customer evaluations of the quality of goods and services that are purchased in the United States and produced by both domestic and foreign firms that have substantial United States market shares. The ACSI model is a set of causal equations that link customer expectations, perceived quality, and perceived value to customer satisfaction. In turn, satisfaction is linked to consequences as defined by customer complaints and customer loyalty -- measured by price tolerance and customer retention. Customer expectations combine customers' experiences with a product or service and information about it via media, advertising, salespersons, and word-of-mouth. Customer expectations influence the evaluation of quality and forecast how well the product or service will perform. Perceived quality of a product or service is measured through questions on its overall quality, reliability, and the extent to which it meets the customer's needs. Perceived value is measured through questions on overall price, given quality, and overall quality, given price. Customer complaints activity is measured as the percentage of respondents who reported a problem with the measured company's product or service within a specified time frame. Satisfaction has an inverse relationship to customer complaints. Customer loyalty is measured through questions on the likelihood that customers will purchase a company's products or services at various price points. The ACSI is produced through a partnership of the University of Michigan Ross School of Business, the American Society for Quality (ASQ), and the international consulting firm, CFI Group. Background variables include age, education, number of family members, Hispanic origin, race, household income, sex, industry, and sector of the economy
http://library.link/vocab/creatorName
Fornell, Claes
Label
American Customer Satisfaction Index, 1999
Instantiates
Publication
Note
  • 1999
  • 4436
Control code
ICPSR04436.v1
Governing access note
Access restricted to subscribing institutions
Label
American Customer Satisfaction Index, 1999
Publication
Note
  • 1999
  • 4436
Control code
ICPSR04436.v1
Governing access note
Access restricted to subscribing institutions

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