Attribute performance. Assessing non-linear patterns of factors contributing to customer satisfaction

Gilbert Swinnen and Koen Vanhoof

In customer satisfaction research, analysis methods are needed that can provide a clear insight into the complex relationships among satisfaction ratings and various performance attributes.

Attribute Performance. Assessing Nonlinear Patterns of Factors Contributing to Customer Satisfaction

Koen Vanhoof andGilbert Swinnen Limburg University, Department of Applied Economics,Belgium

INTRODUCTION

Relatively little effort is required these days to convince management that 'quality matters'. The emphasis on quality is a natural outgrowth of intensified global competition and the recently adopted value ethic of today's customer. Managers now recognize that a firm's competitiveness is jointly determined by its external quality (meeting customer expectations and requirements) and internal quality and not just the latter. Quality is achieved by knowing your customer's needs and requirements, then adapting the processes...

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