Tourist Satisfaction Index for Tourism Destination, Integrating Social Media Engagement into the European Customer Satisfaction Index: A Conceptual Paper

A New Customer Satisfaction Index for Evaluating Transit Service Quality

In this paper, an index based on customer perspective is proposed for evaluating transit service quality. The index, named Heterogeneous Customer Satisfaction Index, is inspired by the traditional Customer Satisfaction Index, but takes into account the heterogeneity among the user judgments about the different service aspects. The index allows service quality to be monitored, the causes generat...

The American Customer Satisfaction Index (ACSI) Technology: A Methodological Primer

A fuzzy model of customer satisfaction index in e-commerce

Customer satisfaction index (CSI) is an important concept for evaluating the quality of service in e-commerce. It permits to evaluate the validity of an e-commerce operation from the point of view of consumers. In this paper, we present a model of CSI in e-commerce using fuzzy techniques and provide a method for calculating CSI, expressed in a five levels quantity table. © 2007 IMACS. Published...

A Higher-Order Formative E-Commerce Customer Satisfaction Index

Customer satisfaction is commonly acknowledged as one of the useful proxy measures of ecommerce system effectiveness, which in turn leads to business success. This study proposes an effective ecommerce system development by means of the conceptualization and measurement of an e-commerce user satisfaction index. The proposed construct is defined and empirical validation of the index and its dime...

Assessing Tourist Experience Satisfaction with a Heritage Destination