An empirical investigation on the economic consequences of customer satisfaction

Article Abstract:

Financial data of 891 customers of RBANK's 36 branches in Taiwan, and interviews with RBANK's personnel were analyzed to explain how customer profitability is affected by customer satisfaction with the bank's services. Customer satisfaction, owing largely to its responsive characteristic, has positive effects on the customers' plan to repurchase, and on the reputation of the business. How customer satisfaction can improve customer costs and revenue is explained further.

Economic aspects, Report

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Robustness testing of PLS, LISREL, EQS and ANN-based SEM for measuring customer satisfaction

Article Abstract:

A study on the robustness testing of both covariance-based LISREL and EQS and component-based Partial Least Square (PLS) Structure Equation Model (SEM) techniques is discussed. An exploration on the feasibility of an Artificial Neutral Network-based (ANN) Structure Equation Model (SEM) technique is also presented.

United States, Management dynamics, Management, Neural networks, Company business management, Robust statistics, Robustness (Statistics), Neural network

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Application of customer satisfaction study to derive customer knowledge

Article Abstract:

A study on variances in customer satisfaction is presented. The significance of customer relationship management for banking sector, in Taiwan, is examined. Structural equation models are used for the study.

Forecasts, trends, outlooks, Usage, Forecasts and trends, Market trend/market analysis, Multivariate analysis, Customer relationship management

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