Publicado Jun 20, 2012



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Santiago Ospina Pinzón

Irene Gil Saura

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Resumen

Durante las últimas décadas, gran cantidad de académicos del ámbito del marketing que investigan el comportamiento del consumidor han llegado a la conclusión de que la satisfacción es un buen indicador, si no el mejor, de los futuros beneficios de las empresas. A partir de la década de los noventa se han desarrollado los índices nacionales de satisfacción como herramientas de evaluación macro desde el punto de vista del cliente para complementar las medidas objetivas de rendimiento económico tradicionales. En este trabajo se presenta una revisión teórica de los índices nacionales de satisfacción que más relevancia han tenido en entornos tanto profesionales como académicos, identificando las variables que configuran los modelos desarrollados en cada propuesta. Las conclusiones destacan la importancia y relevancia del desarrollo de índices nacionales de satisfacción. Del mismo modo, se plantean sugerencias que pueden ser un aporte para la obtención de mejores resultados en futuras versiones.


 
Keywords

quality, loyalty, perceived value, image, national satisfaction indexcalidad, lealtad, valor percibido, imagen, índice de satisfacción nacionalqualidade, lealdade, valor percebido, imagem, índice de satisfação nacional

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Cómo citar
Ospina Pinzón, S., & Gil Saura, I. (2012). Índices nacionales de satisfacción del consumidor. Una propuesta de revisión de la literatura. Cuadernos De Administración, 24(43). https://doi.org/10.11144/Javeriana.cao24-43.insc
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