Οι δείκτες ικανοποίησης πελατών και η αξία τους για την αυτοκινητοβιομηχανία στις ΗΠΑ
Customer satisfaction indices and their value for the US automotive industry
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Keywords
Ικανοποίηση πελάτη ; Δεδομένα πάνελ ; Παλινδρόμηση ; Συντελεστής συσχέτισης ; Μέθοδος ελαχίστων τετραγώνων ; Σταθερές επιδράσεις ; Τυχαίες επιδράσεις ; Πολυσυγγραμμικότητα ; Αυτοσυσχέτιση ; Ενδογένεια ; Customer satisfaction ; Customer loyalty ; Regression ; Panel data ; Correlation ; Fixed effects ; Random effects ; Multicollinearity ; Autocorrelation ; EndogeneityAbstract
The purpose of this thesis is to examine through the data analysis the value that can be generated for a major industry of the economy, such as the automotive industry, using customer satisfaction indices. Moreover, the different types of indices will be evaluated according to the results of the analysis.
The first part describes the concept of customer satisfaction and refers to the various national indices that have been created. Subsequently, the design and operation of customer satisfaction research programs by companies and other organizations is analysed.
In the second part, the purpose of statistical analysis is to examine, through econometric data analysis, the value and effectiveness of customer satisfaction indices as tools for commercial policy in the automotive industry. Two econometrical models are analysed, with the first one being based on the customer research indices of JD Power market research company, and the second being based on the American Customer Satisfaction Index (ACSI).
The first econometric model examines the effect of the customer satisfaction indices on the sales volume of the vehicle models, using those indices as a prediction tool. On the other side, the second model examines the correlation of the ACSI with the change on the sales volume of the vehicle brands of the American market. The data are provided from official sources, such as: The World Data Bank, the OECD, the ACSI, and other websites for cars which keep historical records on prices and sales data.
Postgraduate Studies Programme
Οικονομική και Επιχειρησιακή ΣτρατηγικήDepartment
Σχολή Οικονομικών, Επιχειρηματικών και Διεθνών Σπουδών. Τμήμα Οικονομικής ΕπιστήμηςNumber of pages
147Language
GreekCollections
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Attribution-NonCommercial-NoDerivatives 4.0 Διεθνές
Attribution-NonCommercial-NoDerivatives 4.0 Διεθνές