IDEAS home Printed from https://ideas.repec.org/a/taf/servic/v24y2004i4p67-82.html
   My bibliography  Save this article

Customer satisfaction measurement: comparing four methods of attribute categorisations

Author

Listed:
  • Boris Bartikowski
  • Sylvie Llosa

Abstract

The issue of how to weight and categorise service attributes has attracted great attention from academics as well as practitioners. The application of an inappropriate method could lead to misleading interpretations and useless or costly actions. We first review several streams of literature concerning the theoretical background of attribute categorisations in relation to customer satisfaction. We then identify four methods that have been developed to categorise attributes into four classes. In the next step we apply these methods in an empirical study. Criteria for distinguishing the considered approaches conceptually and methodologically are proposed, and implications for future research are discussed.

Suggested Citation

  • Boris Bartikowski & Sylvie Llosa, 2004. "Customer satisfaction measurement: comparing four methods of attribute categorisations," The Service Industries Journal, Taylor & Francis Journals, vol. 24(4), pages 67-82, July.
    • Handle: RePEc:taf:servic:v:24:y:2004:i:4:p:67-82
    DOI: 10.1080/0264206042000275190
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/0264206042000275190
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1080/0264206042000275190?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    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. Finn, Adam, 2011. "Investigating the non-linear effects of e-service quality dimensions on customer satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 18(1), pages 27-37.
    2. Flavia Dana OLTEAN & Manuela Rozalia GABOR, 2017. "Quality Management and Firm Performance in the Hotel Industry: Evidence from Mures County," North Economic Review, Technical University of Cluj Napoca, Department of Economics and Physics, vol. 1(1), pages 95-103, October.
    3. Xian Ji & Long Shao & Yu Du, 2020. "Collaborating with Local Communities to Identify Improvement Priorities for Historic Urban Landscape Based on Residents’ Satisfaction: An Application of Asymmetric Impact-Performance Analysis in Dando," Sustainability, MDPI, vol. 12(4), pages 1-16, February.
    4. W. Sabadie & I. Prim-Allaz & S. Llosa, 2006. "Contribution des elements de gestion des reclamations a la satisfaction: les apports de la theorie de la justice," Post-Print hal-01822842, HAL.
    5. Albayrak, Tahir & Caber, Meltem, 2015. "Prioritisation of the hotel attributes according to their influence on satisfaction: A comparison of two techniques," Tourism Management, Elsevier, vol. 46(C), pages 43-50.
    6. Lai, Ivan Ka Wai & Hitchcock, Michael, 2017. "Sources of satisfaction with luxury hotels for new, repeat, and frequent travelers: A PLS impact-asymmetry analysis," Tourism Management, Elsevier, vol. 60(C), pages 107-129.
    7. Mengqiang Pan & Nao Li & Xiankai Huang, 2022. "Asymmetrical impact of service attribute performance on consumer satisfaction: an asymmetric impact-attention-performance analysis," Information Technology & Tourism, Springer, vol. 24(2), pages 221-243, June.
    8. Henner Gimpel & Dominikus Kleindienst & Niclas Nüske & Daniel Rau & Fabian Schmied, 2018. "The upside of data privacy – delighting customers by implementing data privacy measures," Electronic Markets, Springer;IIM University of St. Gallen, vol. 28(4), pages 437-452, November.
    9. Henner Gimpel & Tobias Manner-Romberg & Fabian Schmied & Till J. Winkler, 2021. "Understanding the evaluation of mHealth app features based on a cross-country Kano analysis," Electronic Markets, Springer;IIM University of St. Gallen, vol. 31(4), pages 765-794, December.
    10. Zielke, Stephan, 2008. "Exploring asymmetric effects in the formation of retail price satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 15(5), pages 335-347.
    11. Lionel Nicod & Élodie Mallor & Sylvie Llosa, 2023. "L’influence de l’aide à participer en magasin sur la satisfaction client : une approche par le modèle tétraclasse," Post-Print hal-04311121, HAL.
    12. Fonseca, Jaime R.S., 2009. "Customer satisfaction study via a latent segment model," Journal of Retailing and Consumer Services, Elsevier, vol. 16(5), pages 352-359.
    13. Chen, Pin-Zheng & Liu, Wan-Yu, 2019. "Assessing management performance of the national forest park using impact range-performance analysis and impact-asymmetry analysis," Forest Policy and Economics, Elsevier, vol. 104(C), pages 121-138.
    14. Christèle Camelis & Sylvie Llosa & Cécile Maunier, 2015. "Gestion de la satisfaction et de l’insatisfaction des touristes : les apports du modèle Tétraclasse," Post-Print hal-01243401, HAL.
    15. Dehui Christina Geng & John L. Innes & Wanli Wu & Weiwei Wang & Guangyu Wang, 2021. "Seasonal Variation in Visitor Satisfaction and Its Management Implications in Banff National Park," Sustainability, MDPI, vol. 13(4), pages 1-17, February.
    16. Darko Prebežac & Josip Mikulić, 2008. "Destination image and key drivers of perceived destination attractiveness," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 20(2), pages 163-178.
    17. Mikulić, Josip & Prebežac, Darko, 2012. "Using dummy regression to explore asymmetric effects in tourist satisfaction: A cautionary note," Tourism Management, Elsevier, vol. 33(3), pages 713-716.
    18. Junge, Hendrik & Vollmar, Bernhard, 2021. "Autokauf der Zukunft: Eine Darstellung und Analyse des gegenwärtigen und zukünftigen Kaufentscheidungsprozesses von Automobilen unter Berücksichtigung aktueller Trends in der Automobilindustrie," PFH Forschungspapiere/Research Papers 2021/001, PFH Private University of Applied Sciences, Göttingen.

    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:servic:v:24:y:2004:i:4:p:67-82. See general information about how to correct material in RePEc.

    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 bibliographic 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.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/FSIJ20 .

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

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.