ABSTRACT
A lot of consumer satisfaction barometers have been proposed by the literature. However, a dilemma is that the validity, the reliability, and the methods used to assess customer satisfaction and related constructs continue to learn, to adapt, and to improve over time. Thus, this paper tries to understand the modifications and improvements proposed by the new NCSB in Brazil. New NCSB is considers one of the last satisfaction barometers projected by the literature. The results showed support to seven from twelve hypotheses proposed by the model. Conclusions and general comments end the paper.
KEYWORDS:
Satisfaction; Loyalty; Barometers; Supermarket; Models