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| Author: | Chan, L. K. |
| Title: | Consumer satisfaction index: new practice and findings |
| Journal: | European Journal of Marketing
2003 : VOL. 37:5-6, p. 872-909 |
| Index terms: | CUSTOMERS MARKET RESEARCH HONG KONG CONSUMERS |
| Language: | eng |
| Abstract: | This paper reports the development of the Hong Kong consumer satisfaction in (HKCSI) - a new type of consumer-oriented economic performance indicator representing the quality of products (commodities and services) sold in Hong Kong as evaluated by Hong Kong consumers - as well as the findings of HKCSI from 1998 to 2000, each รณ ear with more than 10,000 successful telephone interviews on about 60 products. According to Hong Kong's special economic structure, the HKCSI is constructed from a consumption point of view concentrating on products and the products' consumers, rather than from the popular production point of view focusing on firms and the firms' customers. |
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