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How to measure the asymmetric relationship between attribute-level performance and overall satisfaction?

Date of publication: October 10, 2004

Catalogue: ESOMAR Conference on Marketing 2004

Authors: Daniel Ray, David Gotteland, Vanessa Casacci

Abstract:

Measuring the asymmetric impact of attributes on overall satisfaction is a research topic of growing interest. The objective of this paper is to compare the predictive validity of five methods. A two-step methodology is used. First, using the Delphi method, experts are asked to characterize eight attributes. Then, this characterization, considered as a norm, is compared to the classifications obtained by each of the five methods from a sample of 1,489 respondents. A hierarchy is finally proposed. The work presented was carried out within the framework of a research partnership with R&D at EDF (Electricite de France).

Daniel Ray

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David Gotteland

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Vanessa Casacci

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Ray, Gotteland and Casacci (2004a, October 10). How to measure the asymmetric relationship between attribute-level performance and overall satisfaction?. ANA - ESOMAR. Retrieved April 25, 2024, from


https://ana.esomar.org/documents/using-the-internet-to-measure-customer-satisfaction