O modelo do índice de satisfação do cliente Norte-Americano: um exame inicial no Brasil com equações estruturais
Main Article Content
Abstract
Fornell et al. (1996) have proposed and applied the model of the American Customer Satisfaction Index (ACSI). This article reports a research undertaken to empirically test the adjustment of that model with the clients of the Brazilian automobile industry using structural equation modeling. In a survey, using the internal record of 7 dealerships in Belo Horizonte, MG, data were collected from 304 clients, comprising owners of cars manufactured by Fiat, Ford, General Motors and Volkswagen. Taking the model as a whole and in the limits of the sample generated, everything seems to indicate that it suffers from lack of adjustment, which brings two fundamental implications. On the one hand, there is the perspective stating that statistical tests may be a rather poor tool to choose a model, and as such statistical rejection would not prevent practical. On the other hand, a more purist approach would lead to the rejection of the ACSI model, as it is now designed, in the context of the industry examined. No matter the option chosen, it would be great to count with a brazilian index of customer satisfaction in the future, which could provide great potential benefits to clients and suppliers.
Downloads
Download data is not yet available.
Download data is not yet available.
Article Details
How to Cite
Urdan, A. T., & Rodrigues, A. R. (1). O modelo do índice de satisfação do cliente Norte-Americano: um exame inicial no Brasil com equações estruturais. Journal of Contemporary Administration, 3(3), 109-130. https://doi.org/10.1590/S1415-65551999000300006
Section
Articles
Since mid-February of 2023, the authors retain the copyright relating to their article and grant the journal RAC, from ANPAD, the right of first publication, with the work simultaneously licensed under the Creative Commons Attribution 4.0 International license (CC BY 4.0), as stated in the article’s PDF document. This license provides that the article published can be shared (allows you to copy and redistribute the material in any medium or format) and adapted (allows you to remix, transform, and create from the material for any purpose, even commercial) by anyone.
After article acceptance, the authors must sign a Term of Authorization for Publication, which is sent to the authors by e-mail for electronic signature before publication.