O modelo do índice de satisfação do cliente norte-americanoum exame inicial no Brasil com equações estruturais

Resumo

Fornell et al. (1996) have proposed and applied the model of the American Customer Satisfaction Index (ACSI). This article reports a research undertaken to empirically test the adjustment of that model with the clients of the Brazilian automobile industry using structural equation modeling. In a survey, using the internal record of 7 dealerships in Belo Horizonte, MG, data were collected from 304 clients, comprising owners of cars manufactured by Fiat, Ford, General Motors and Volkswagen. Taking the model as a whole and in the limits of the sample generated, everything seems to indicate that it suffers from lack of adjustment, which brings two fundamental implications. On the one hand, there is the perspective stating that statistical tests may be a rather poor tool to choose a model, and as such statistical rejection would not prevent practical. On the other hand, a more purist approach would lead to the rejection of the ACSI model, as it is now designed, in the context of the industry examined. No matter the option chosen, it would be great to count with a brazilian index of customer satisfaction in the future, which could provide great potential benefits to clients and suppliers.

Ficha do documento

Tipo

Artigo científico

Ano

1999

Instituição

Associação Nacional dos Programas de Pós-graduação em Administração

Fonte

Repositório da FGV

Idioma

Português

Acesso

Acesso aberto

DOI

10.1590/S1415-65551999000300006

Identificador

oai:repositorio.fgv.br:10438/21336

Temas

Desenvolvimento Econômico

Palavras-chave

ModelIndexCustomer satisfactionUnited StatesBrazilModeloÍndiceSatisfação do clienteEstados UnidosBrasilAdministração de empresasSatisfação do consumidor - Estados UnidosIndústria automobilística