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Print version ISSN 0103-6513On-line version ISSN 1980-5411

Abstract

TINOCO, Maria Auxiliadora Cannarozzo  and  RIBEIRO, José Luis Duarte. A new approach for modeling client satisfaction determinants relationships in services. Prod. [online]. 2007, vol.17, n.3, pp.454-470. ISSN 0103-6513.  http://dx.doi.org/10.1590/S0103-65132007000300005.

This article presents a new approach for modeling client satisfaction determinants relationships in service environment. The principal advantages between proposed approach and traditional methods for modeling relationships, like, for example, structural equation modeling, are: (i) possibility of identifying relationships between multiple determinants by using a relatively small sample size, (ii) request a simpler statistical estimation procedure, (iii) possibility of minimizing the specification error on modeling process, since it can be considered all significant variables without getting a very complex model. The proposed approach is showed by an applied study with a la carte restaurant clients. This study made possible construct causal diagrams, validity the proposed modeling and identifying converging and diverging aspects from literature findings.

Keywords : Modeling; client satisfaction determinants; services.

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