Resumen de An Investigation of the Determinants of Customer Satisfaction
This study investigates the relationships between customer satisfaction, service quality, and overall attitude. To this end, two conceptual frameworks and 10 hypotheses are tested using structural equation modeling (SEM). The findings indicate that the evaluation of service quality leads to customer satisfaction and satisfaction is more similar to an attitude. Also desires congruence and ideal self-congruence are found to be antecedents of customer satisfaction.
