Quality Management Journal · 2000 · 24 citations · 16 references
BusinessMarketingMarketing ManagementCustomer Relationship ManagementPsychometricsService DesignConsumer SatisfactionCustomer SatisfactionCustomer Satisfaction ManagementBuyer SatisfactionHome SatisfactionSatisfactionSatisfaction MeasurementSatisfaction Surveys
Improving customer satisfaction has been identified as one of the most important challenges facing businesses, Keeping customers satisfied is rapidly becoming the way companies differentiate themselves from competitors. This article describes the development of a 51-item instrument, called HOMBSAT, for assessing home-buyer satisfaction. A model was proposed describing home-buyer satisfaction as a three-dimensional composite of satisfaction with design, house, and service. The instrument was found to be both valid and reliable. The paper concludes with a discussion of potential applications of the instrument.
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Review of Psychometric theory (2nd ed.).
Rosedith Sitgreaves · Contemporary Psychology · 1979 · 11.5K citations