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An Exploratory Study of Customer Satisfaction Based on ACSI Model: an application to the No.2 bus service in Gävle of Sweden
University of Gävle, Department of Technology and Built Environment. University of Gävle, Department of Technology and Built Environment, Ämnesavdelningen för industriell ekonomi.
University of Gävle, Department of Technology and Built Environment. University of Gävle, Department of Technology and Built Environment, Ämnesavdelningen för industriell ekonomi.
2009 (English)Independent thesis Advanced level (degree of Master (One Year)), 15 credits / 22,5 HE creditsStudent thesis
Abstract [en]

This thesis used ACSI model as a theoretical basis, which is a cause-and-effect model, to measure the quality of goods or service that starts from “customer expectations” to “customer satisfaction”. The purpose of this thesis is to find a suitable model for developing the customer satisfaction of No.2 bus service, by examining the relationships between perceived quality, customer expectation, perceived value and customer satisfaction in ACSI model. According to the data from survey of the international students in Gävle University, who lives in Sätra of Gävle of Sweden, this thesis used the partial least squares (PLS) regression to estimates the ASCI model. As a result, the coefficients of each variable and R-square statistics indicate that the relationships between PQ, CE, CS and PV are very weak; PV should be ignored in the case. Therefore, the ACSI model in this case had been revised, and the conclusion can be drawn: the ACSI model was unsuitable for No.2 bus case, furthermore, this study presents a new model for No.2, which is “customer expectation—perceived quality—customer satisfaction”. Consequently, the X-traffic Company should know the customers expectation and provide the service which can meet customer needs. By expanding previous research and based on ACSI model, the study empirically examines the relationships between three customer satisfaction dimensions.

 

Place, publisher, year, edition, pages
2009. , 29 p.
Keyword [en]
Customer Satisfaction (CS), ACSI model, customer expectation, perceived quality
National Category
Production Engineering, Human Work Science and Ergonomics
Identifiers
URN: urn:nbn:se:hig:diva-5621Archive number: TEX080830OAI: oai:DiVA.org:hig-5621DiVA: diva2:271730
Presentation
(English)
Uppsok
Technology
Supervisors
Available from: 2011-02-22 Created: 2009-10-13 Last updated: 2011-02-22Bibliographically approved

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fulltext(324 kB)2818 downloads
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867260ce4daacd066b6bd33d390c86811b7f120a3d63d007bd425dc7e87132e0188d38ee7e6ec4bc7bdcc2e1cae2bb6923e066f5eef56fdc779bc97554d23659
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Department of Technology and Built EnvironmentÄmnesavdelningen för industriell ekonomi
Production Engineering, Human Work Science and Ergonomics

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CiteExportLink to record
Permanent link

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Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf