Glossary

ECSI model (European Customer Satisfaction Index)

The ECSI model incorporates company image, customer expectations, the quality of product or service offering and the benefit perceived by customers. These interdependent factors influence customer satisfaction and customer loyalty.

All six so-called structural variables are measured multi-dimensionally by indicating variables (e.g. customer satisfaction by means of “Overall satisfaction”, “Fulfillment of customer expectations” or “Comparison of the current provider with the ideal supplier”).

By using a causal analysis the intensity of the relations between the variables within the model is established. Interrelations between structural and indicating variables are determined by measuring parameters, which are used to generate indices (i.e. satisfaction index, quality index, et al).