UTILIZATION OF STATISTICAL METHODS WITHIN THE EUROPEAN PERFORMANCE SATISFACTION INDEX (EPSI) RATING METHODOLOGY

Abstract

The paper deals with the customer satisfaction quantification and factors influencing customer satisfaction. It describes the EPSI Rating methodology, the EPSI causal model and statistical methods, which can be used for estimation of components and magnitude of the connections between components in the EPSI model. This methodology allows to quantify customer satisfaction and to estimate the impact magnitude of factors influencing it. The results of customer satisfaction measurement realized in the service organization according to EPSI Rating methodology are presented in the paper.

Keywords

• customer satisfaction
• customer satisfaction measurement
• EPSI model
• latent variable
• manifest variable