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The linkage between national customer satisfaction barometers and macroeconomic development data: A multiobjective ordinal regression approach

Zopounidis Konstantinos, Grigoroudis, Evangelos, Nikolopoulou, G

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Περίληψη

The national and international customer satisfaction barometers, established and expanded during the last two decades, may be considered as additional economic indicators that aim to estimate the level of quality for products and services produced in a national economy. These measures provide broad-based benchmarks for individual companies, sectors, industries, or even a whole national economy.The main objective of the presented study is to examine the linkage between national customer satisfaction index results and a set of macroeconomic development indicators, and to develop a robust explanatory model. The presented ordinal regression model is based on the main principles of goal programming, while multiobjective linear programming techniques are used in order to model preferences for the fitting level and to adjust final solution. The paper also presents an example application for the case of the American Customer Satisfaction Index and discusses several extensions and future research in the context of the presented approach.

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