Abstract

OSPINA PINZON, Santiago  and  GIL SAURA, Irene. National index of consumer satisfaction: A proposal for a review of literature. Cuad. Adm. [online]. 2011, vol.24, n.43, pp.35-57. ISSN 0120-3592.

In recent decades, many academics in the world of marketing that research consumer behaviour have reached the conclusion that satisfaction is a good indicator, if not the best, of the future profits of companies. As of the 1990s national satisfaction indices have been developed as tools for macro evaluation from the customers point of view to complement the traditional objective measurements of economic yield. This work presents a theoretical review of national satisfaction indices which have had the greatest importance in professional and academic terms, identifying the variables that form models developed for each proposal. The conclusions draw attention to the importance and relevance of developing national satisfaction indices. In the same fashion, there are suggestions that could help obtain better results in future versions.

Keywords : National satisfaction index; quality; loyalty; perceived value; image.

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