Vorlesung Konsumentenverhalten - TU Berlin

Einstellungen
B2B-Kundenzufriedenheit – Der Mensch ist wichtiger als die Technik
Satisfaction
with
Products
ξ 1
x 1: item 1-1
x 2: item 1-2
x 3: item 1-3
x 4: item 1-4
x 5: item 1-5
.17 .25
δ 1
δ 2
δ 3
δ 4
δ 5
Satisfaction
with
Salespeople
ξ 2
x 6: item 2-1
x 7: item 2-2
x 8: item 2-3
x 9: item 2-4
x 10: item 2-5
x 11: item 2-6
x 12: item 2-7
Technische Universität Berlin
Lehrstuhl Marketing Professor Dr. Volker Trommsdorff
ε 1
y 1
δ 6
δ 7
δ 8
δ 9
δ 10
δ 11
δ 12
Overall
Customer
Satisfaction
η 1
Satisfaction
with Order
Handling
ξ 4
x 17: item 4-1
x 18: item 4-2
x 19: item 4-3
x 20: item 4-4
Konsumentenverhalten – Einstellungen/Werte 40
y 2
ε 2
. 25 .09 .23
δ 17
δ 18
δ 19
δ 2
0
ζ 1
Satisfaction
with Technical
Services
ξ 5
x 21: item 5-1
x 22: item 5-2
x 23: item 5-3
Es sind nur Parameter enthalten,
die auf 1%-Niveau signifikant sind.
δ 21
δ 22
δ 23
Satisfaction
with Complaint
Handling
ξ 7
x 27: item 7-1
x 28: item 7-2
x 29: item 7-3
Legende: x n items (29-item instrument called INDSAT for assessing customer
satisfaction in industrial markets)
y 1 overall rating of satisfaction with target organization as a supplier
y 2 likelihood of recommending the target company as an industrial supplier
Quelle: Homburg, C, Rudolph, B., Customer Satisfaction in industrial markets: dimensional and multiple role issues. Journal of Business Research, Vol. 52, 2001, S. 15-33.
δ 27
δ 28
δ 29