An application of the Consumer Disposition toward Satisfaction (CDS) scale for a-priori segmentation

Gabriele Cantaluppi, Giuseppe Boari

Risultato della ricerca: Contributo in rivistaArticolo in rivistapeer review

Abstract

An a priori latent segmentation procedure is proposed, which is based on an adaptation of the Consumer Disposition toward Satisfaction (CDS) scale to the Italian social environment. The disposition level is then used to define clusters of the respondents to the Customer Satisfaction annual survey concerning the Italian banking system. In order to verify the evidence of a proper classification the multivariate test of homogeneity is suggested.
Lingua originaleEnglish
pagine (da-a)700-706
Numero di pagine7
RivistaJournal of Applied Sciences
Volume11
DOI
Stato di pubblicazionePubblicato - 2011

Keywords

  • Consumer Disposition toward Satisfaction (CDS) scale
  • Customer Satisfaction
  • Latent segmentation
  • Partial Least Squares (PLS)
  • Structural Equation Models (SEM),

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