El Rol de las Expectativas y Deseos en la Satisfacción del Cliente: Una Aplicación de Modelación de Ecuaciones Estructurales

1999. Revista Estudios de Administración. Vol. 6 , N° 1, 51-78, 1999

Aracelly Zarate A, Alejandra Gutiérrez C, Sergio Olavarrieta S

Abstract:

Recent studies in the US and other developed countries have demonstrated that customer satisfaction is a key element for a profitable business. Much of this work has been done in developed nations. We wanted to know if a foreign-developed customer satisfaction model will hold in a developing South American nation having its own culture and going through basic stages of economic development. In particular, the present study provides an exploratory test of the validity of a general model that considers both confirmation of expectations and congruence of desires as drivers of satisfaction (Spreng and Olshavsky 1993) in Chile, using structural equations modeling.

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