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Volume :18 Issue : 3 2011      Add To Cart                                                                    Download

Developing Customer Satisfaction Models: An Application to Al-Ain Municipality Customer Service Center

Auther : Mohamed Y. El-Bassiouni
Mohamed Y. Hassan
Taoufik A. Zoubeidi
Mohamed T. Madi

Customer satisfaction models are developed for the services provided by Al-Ain Municipality Customer Service Center (AMCSC) to:(i) measure its output quality, (ii) prioritize its future efforts to improve quality, and (iii) be used for competitive and cross-institution benchmarking. In those models customer expectations and perception of quality were introduced as the antecedents of customer satisfaction and customer trust. The methodology used, combines survey input with causes and effects modeling to produce indices of satisfaction, and the drivers and outcomes of satisfaction. The survey data was collected via a stratified systematic random sample of the customers who visited AMCSC in spring 2008. The model parameters were estimated using the Structural Equations Models (SEMs) procedure in LISREL version 8.54. The results of various goodness-of-fit measures show that the fitted SEMs produced satisfactory results. Although the customer satisfaction and trust scores indicated high levels of satisfaction and client trust, opportunities for quality improvements were identified and some recommendations were provided.

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