Identification of critical success factors that maximise customers’ satisfaction: multivariate analysis
This study was based on the identification of critical success factors (CSFs) that maximise customer 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...
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| Format: | Article |
| Language: | English |
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University of Algarve, ESGHT/CINTURS
2015-01-01
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| Series: | Tourism & Management Studies |
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| Online Access: | https://tmstudies.net/index.php/ectms/article/view/772/1281 |
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| author | Hélder Pires Ferreira Paula Odete Fernandes |
| author_facet | Hélder Pires Ferreira Paula Odete Fernandes |
| author_sort | Hélder Pires Ferreira |
| collection | DOAJ |
| description | This study was based on the identification of critical success factors
(CSFs) that maximise customer 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. |
| format | Article |
| id | doaj-art-adde364fc7ff45acb79e6110c9800fbd |
| institution | Kabale University |
| issn | 2182-8466 |
| language | English |
| publishDate | 2015-01-01 |
| publisher | University of Algarve, ESGHT/CINTURS |
| record_format | Article |
| series | Tourism & Management Studies |
| spelling | doaj-art-adde364fc7ff45acb79e6110c9800fbd2025-02-02T00:42:15ZengUniversity of Algarve, ESGHT/CINTURSTourism & Management Studies2182-84662015-01-01111164172Identification of critical success factors that maximise customers’ satisfaction: multivariate analysisHélder Pires Ferreira0Paula Odete Fernandes1Polytechnic Institute of Bragança (IPB), School of Technology and Management, Campus Sta. Apolónia, 5301-857 Bragança, PortugalPolytechnic Institute of Bragança (IPB), School of Technology and Management, Department of Economics and Management, UNIAG, NECE (UBI), 5301-857 Bragança, PortugalThis study was based on the identification of critical success factors (CSFs) that maximise customer 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.https://tmstudies.net/index.php/ectms/article/view/772/1281importance-satisfaction matrixcritical success factorscustomersexploratory factor analysiscluster analysis |
| spellingShingle | Hélder Pires Ferreira Paula Odete Fernandes Identification of critical success factors that maximise customers’ satisfaction: multivariate analysis Tourism & Management Studies importance-satisfaction matrix critical success factors customers exploratory factor analysis cluster analysis |
| title | Identification of critical success factors that maximise customers’ satisfaction: multivariate analysis |
| title_full | Identification of critical success factors that maximise customers’ satisfaction: multivariate analysis |
| title_fullStr | Identification of critical success factors that maximise customers’ satisfaction: multivariate analysis |
| title_full_unstemmed | Identification of critical success factors that maximise customers’ satisfaction: multivariate analysis |
| title_short | Identification of critical success factors that maximise customers’ satisfaction: multivariate analysis |
| title_sort | identification of critical success factors that maximise customers satisfaction multivariate analysis |
| topic | importance-satisfaction matrix critical success factors customers exploratory factor analysis cluster analysis |
| url | https://tmstudies.net/index.php/ectms/article/view/772/1281 |
| work_keys_str_mv | AT helderpiresferreira identificationofcriticalsuccessfactorsthatmaximisecustomerssatisfactionmultivariateanalysis AT paulaodetefernandes identificationofcriticalsuccessfactorsthatmaximisecustomerssatisfactionmultivariateanalysis |