title: An empirical research on customer satisfaction study: a consideration of different levels of performance.
abstract: Customer satisfaction is the key factor for successful and depends highly on the behaviors of frontline service providers. Customers should be managed as assets, and that customers vary in their needs, preferences, and buying behavior. This study applied the Taiwan Customer Satisfaction Index model to a tourism factory to analyze customer satisfaction and loyalty. We surveyed 242 customers served by one tourism factory organizations in Taiwan. A partial least squares was performed to analyze and test the theoretical model. The results show that perceived quality had the greatest influence on the customer satisfaction for satisfied and dissatisfied customers. In addition, in terms of customer loyalty, the customer satisfaction is more important than image for satisfied and dissatisfied customers. The contribution of this paper is to propose two satisfaction levels of CSI models for analyzing customer satisfaction and loyalty, thereby helping tourism factory managers improve customer satisfaction effectively. Compared with traditional techniques, we believe that our method is more appropriate for making decisions about allocating resources and for assisting managers in establishing appropriate priorities in customer satisfaction management.
authors.affiliation: Department of Technology Management, Chung-Hua University, Hsinchu, 300 Taiwan.
authors.forename: Yu-Cheng
authors.initials: YC
authors.lastname: Lee
authors.affiliation: Department of Business Administration, Chung-Hua University, Hsinchu, 300 Taiwan.
authors.forename: Yu-Che
authors.initials: YC
authors.lastname: Wang
authors.affiliation: PhD Program of Technology Management, Chung-Hua University, Hsinchu, 300 Taiwan ; Department of Food and Beverage Management, Lee-Ming Institute of Technology, New Taipei City, 243 Taiwan.
authors.forename: Shu-Chiung
authors.initials: SC
authors.lastname: Lu
authors.affiliation: Department of Food and Beverage Management, Taipei College of Maritime Technology, New Taipei City, 251 Taiwan.
authors.forename: Yi-Fang
authors.initials: YF
authors.lastname: Hsieh
authors.affiliation: PhD Program of Technology Management, Chung-Hua University, Hsinchu, 300 Taiwan ; Department of Business Administration, Lee-Ming Institute of Technology, New Taipei City, 243 Taiwan.
authors.forename: Chih-Hung
authors.initials: CH
authors.lastname: Chien
authors.affiliation: Zhongshan Institute, University of Electronic Science and Technology of China, Dongguan, 528402 Guangdong China ; School of Economics and Management, Shanghai Maritime University, Shanghai, 201306 China ; Law School, Nankai University, Tianjin, 300071 China ; School of Business, Dalian University of Technology, Panjin, 124221 China ; College of Business Administration, Dongguan University of Technology, Dongguan, 523808 Guangdong China ; Department of Psychology, Universidad Santo Tomas de Oriente y Medio Día, Granada, Nicaragua.
authors.forename: Sang-Bing
authors.initials: SB
authors.lastname: Tsai
authors.affiliation: School of Economics and Management, Shanghai Institute of Technology, Shanghai, 201418 China.
authors.forename: Weiwei
authors.initials: W
authors.lastname: Dong
keywords: Business management; Customer satisfaction; Partial least squares; Service management; Tourism factory industry