Pakistani Customer Satisfaction Index

Saqib Mehmood and Madiha Hamid
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Saqib Mehmood: Department of Management Sciences, International Islamic University, Islamabad, Pakistan
Madiha Hamid: University of Central Punjab, Lahore, Pakistan

International Journal of Business and Economic Affairs (IJBEA), 2020, vol. 5, issue 5, 240-255

Abstract: The modern economy and its dynamics are changing rapidly. The core feature of old economy was mass production and consumption of commodities. However the new economy is more advance and is focused on producing more differentiated goods and services. Research suggests that no CSI model can be generalized for all sorts of economies and organizations. That’s why it has been in evolutionary phase since it was first introduced. In Pakistan, like most Asian countries, customer satisfaction has never been measured. As satisfaction level brings us to know the real benefits that masses are getting from govt. and customer from private sector organizations. The respondents were approached with questionnaire that contained 18 questions and 4 demographic variables. Wordings have been modified where needed to make it understandable with regard to mobile phone services. This research has ample justification on the validity of cause and effect model proven through correlation and regression analysis. Customer satisfaction model has been validated in local context with strong reliability.

Keywords: Modern economy; Dynamics; Production; Consumer; Goods and services (search for similar items in EconPapers)
Date: 2020
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Persistent link: https://EconPapers.repec.org/RePEc:aya:ijbeaa:2020:p:240-255

DOI: 10.24088/IJBEA-2020-55004

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