Um tour pelas medidas de satisfação do consumidor

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Renato Marchetti
Paulo H. M. Prado


The main objective of this article is to compare different approaches to evaluate Consumer Satisfaction and Perceived Quality. Based on a deep literature review, and on the analysis of both constructs measurement models, they are cathegorized in three groups: a) Disconfirmation Paradigm based models; b) Multiple Indicator based models; and c) Structural Equations based models. This cathegorization offered an evaluation of each approach advantages and disadvantages, discussing in what situations they could be applied.


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MARCHETTI, R.; PRADO, P. H. M. Um tour pelas medidas de satisfação do consumidor. RAE - Revista de Administracao de Empresas , [S. l.], v. 41, n. 4, p. 56–67, 2001. Disponível em: Acesso em: 12 jun. 2024.