Developing LCSI(Library Customer Satisfaction Index) Lite for Public Library

Service Quality vs. Customer Satisfaction: Perspectives of Visitors to a Public University Library

This study proposes a conceptual model and empirically tests the relationships between customers and librarians (i.e. tangibles, responsiveness, assurance, reliability and empathy) with a dependent variable (customer satisfaction) regarding library services. The SERVQUAL instrument was administered to 100 respondents which comprises of staff and students at a public higher learning institution ...

A New Customer Satisfaction Index for Evaluating Transit Service Quality

In this paper, an index based on customer perspective is proposed for evaluating transit service quality. The index, named Heterogeneous Customer Satisfaction Index, is inspired by the traditional Customer Satisfaction Index, but takes into account the heterogeneity among the user judgments about the different service aspects. The index allows service quality to be monitored, the causes generat...

Satisfaction-Trust Model: Developing Customer Satisfaction and Trust Indices for Mobile Service Providers in the UK

This paper introduces a behavioral model that investigates well-known loyalty antecedents. The model proposes that trust and satisfaction mediate the effect of service quality on loyalty. Structural equation modeling confirms the fit of the model, and it demonstrates significance explaining 65% of student loyalty toward mobile service providers in the UK. The invariance analysis demonstrates th...

The American Customer Satisfaction Index (ACSI) Technology: A Methodological Primer

A Higher-Order Formative E-Commerce Customer Satisfaction Index

Customer satisfaction is commonly acknowledged as one of the useful proxy measures of ecommerce system effectiveness, which in turn leads to business success. This study proposes an effective ecommerce system development by means of the conceptualization and measurement of an e-commerce user satisfaction index. The proposed construct is defined and empirical validation of the index and its dime...