Um tour pelas medidas de satisfação do consumidor

Main Article Content

Renato Marchetti
Paulo H. M. Prado

Abstract

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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How to Cite
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: https://periodicos.fgv.br/rae/article/view/37756. Acesso em: 12 jun. 2024.
Section
Mercadologia