A longitudinal investigation to test the validity of the American customer satisfaction model in the US hotel industry

被引：17

作者：

Kim, Seung Hyun ^{[1
]}

Cha, Jaemin ^{[2
]}

Singh, A. J. ^{[3
]}

Knutson, Bonnie ^{[4
]}

机构：

[1] Michigan State Univ, Eppley Ctr 204, Sch Hospitality Business, Eli Broad Coll Business, E Lansing, MI 48824 USA

[2] Michigan State Univ, Eppley Ctr 234, Sch Hospitality Business, Eli Broad Coll Business, E Lansing, MI 48824 USA

[3] Michigan State Univ, Eppley Ctr 242, Sch Hospitality Business, Eli Broad Coll Business, E Lansing, MI 48824 USA

[4] Michigan State Univ, Eppley Ctr 235, Sch Hospitality Business, Eli Broad Coll Business, E Lansing, MI 48824 USA

来源：

INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT | 2013年 / 35卷

关键词：

ACSI model; Multi-group structural equation modeling; Validity; Hotel industry; INDEX; METAANALYSIS; QUALITY; TRUST;

D O I：

10.1016/j.ijhm.2013.05.004

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

This study was designed to test the validity of the American Customer Satisfaction Index (ACSI) model specifically for the hotel industry. The main objective of this study was to determine consistency of the ACSI hotel model over three periods: 1994, 2001, and 2009. The model was tested using the Structural Equation Modeling (SEM) technique using a two stage data analysis procedure. The findings from multi-group structural equation modeling showed that the model fit of ACSI lodging is consistent, regardless of economic conditions, demonstrating the validity of that model. Several plausible interpretations are presented in explaining meaningful patterns of path coefficients, for each of the study test periods. Furthermore, as the model tests validate the model fit of the hotel ACSI, academicians studying customer satisfaction may use the theoretical underpinnings and conceptual foundation of the model as a basis for their research. (C) 2013 Elsevier Ltd. All rights reserved.

引用

页码：193 / 202

页数：10

共 53 条

[1]

American Hotel & Lodging Association, 2010, AH LA LODG PROF

[2] Customer satisfaction and shareholder value [J].