Um tour pelas medidas de satisfação do consumidor

Renato Marchetti and Paulo H. M. Prado

RAE - Revista de Administração de Empresas, 2001, vol. 41, issue 4

Abstract: The main objective of this article is to compare different approaches to evaluate Consumer Satisfaction and Perceived Quality. Based on a deep literature review, and on the analysis of both constructs measurement models, they are cathegorized in three groups: a) Disconfirmation Paradigm based models; b) Multiple Indicator based models; and c) Structural Equations based models. This cathegorization offered an evaluation of each approach advantages and disadvantages, discussing in what situations they could be applied.

Date: 2001
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