Concepedia

Determining factors affecting customer satisfaction of the national electric power company (MERALCO) during the COVID-19 pandemic in the Phillippines

Ardvin Kester S. Ong, Yogi Tri Prasetyo, Ryuichi T. Kishimoto, Klint Allen Mariñas, Kirstien Paola E. Robas, Reny Nadlifatin, Satria Fadil Persada, Poonyawat Kusonwattana, Nattakit Yuduang

Utilities Policy · 2022 · 14 citations · 45 references

Open access

Concepts

BusinessMarketingMarketing ManagementConsumer BehaviorCustomer Relationship ManagementRelationship MarketingConsumer SatisfactionCustomer EngagementCustomer Experience ManagementCustomer LoyaltyCustomer SatisfactionCustomer Satisfaction ManagementCustomer ExpectationsCustomer ExperienceCustomer Satisfaction ImpactsCustomer Satisfaction Variables

References

45

Evaluating Structural Equation Models with Unobservable Variables and Measurement Error

Claes Fornell, David F. Larcker · Journal of Marketing Research · 1981 · 67.9K citations

Social Sciences, Educational Measurement, Econometrics +15

Structural Equation Modeling and Regression: Guidelines for Research Practice

David Gefen, Detmar W. Straub, Marie‐Claude Boudreau · Communications of the Association for Information Systems · 2000 · 6.4K citations · Full text

Social Sciences, Information Systems, Data Analytics +8

Delivering quality service: balancing customer perceptions and expectations

Choice Reviews Online · 1990 · 3.9K citations

Management, Marketing, Quality Management +17

Assessing Reliability and Stability in Panel Models

Blair Wheaton, Bengt Muthén, Duane F. Alwin et al. · Sociological Methodology · 1977 · 3.1K citations

Social Sciences, Systems Engineering, Econometrics +11

Understanding the limitations of global fit assessment in structural equation modeling

James H. Steiger · Personality and Individual Differences · 2006 · 2.3K citations

Education, Psychology, Generalizability Theory +11