A comparison between the American Customer Satisfaction Index (ACSI) and the European Customer Satisfaction Index (ECSI): A study in the service sector

Abstract

The central objective of this study is to compare the American Customer Satisfaction Index (ACSI) and the European Customer Satisfaction Index (ECSI), preserving the structural relations between the latent variables as originally established. For both, it has been chosen a quantitative approach, focused on structural equation modeling through confirmatory factor analysis. The sample was formed by 2,145 customers of companies in the service sector, working in the State of Minas Gerais. The main results indicated that the ACSI can measure the satisfaction of more accurately than the ECSI. Another aspect is that the complaint had a significant effect on satisfaction and loyalty with the service provided.