Abstract
This paper analyzes group of customers as part of a study to measure delight in restoration experiences to find differences among satisfied customers, very satisfied customers, and delighted customers. The study has an exploratory character using the two-step cluster analysis, mean differences, and other descriptive statistical analysis. The study finds three groups of customers with different satisfaction states influenced mainly by affective variables.
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Notes
- 1.
The correlation analysis was also used to select the variables for the clustering.
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Escobar Rivera, D., Casadesús Fa, M., Costa Araújo Sampaio, P.A., Simon Villar, A. (2020). Beyond Customer Satisfaction: Are All Customers Equally Satisfied?. In: de Castro, R., Giménez, G. (eds) Advances in Engineering Networks. ICIEOM 2018. Lecture Notes in Management and Industrial Engineering. Springer, Cham. https://doi.org/10.1007/978-3-030-44530-0_34
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