Customer Satisfaction: The American Customer Satisfaction Index and its Application in Higher Education, Standing Devices, and Public Transport

CUSTOMER SATISFACTION 1
Customer Satisfaction
Name:
Institution:
Course:
Tutor:
Date:

CUSTOMER SATISFACTION 2
List of Reviewed Articles
Anderson, E, & Fornell, C 2000, 'Foundations of the American Customer Satisfaction Index',
Total Quality Management, 11, 7, p. S869.
Serenko, A 2011, 'Student satisfaction with Canadian music programmes: the application of the
American Customer Satisfaction Model in higher education', Assessment & Evaluation In
Higher Education, 36, 3, pp. 281-299.
Nordström, B, Näslund, A, Ekenberg, L, & Zingmark, K 2014, 'The ambiguity of standing in
standing devices: a qualitative interview study concerning children and parents experiences of
the use of standing devices', Physiotherapy Theory & Practice, 30, 7, pp. 483-489.
Paramita, P, Zheng, Z, Haque, M, Washington, S, & Hyland, P 2018, 'User satisfaction with train
fares: A comparative analysis in five Australian cities', Plos ONE, 13, 6, pp. 1-26.
Introduction
Companies can determine the customer’s rate of retention, loyalty and the organizational
profitability through carrying out a customer satisfaction survey. Several types of research show
the correlation between customer’s satisfaction, loyalty, conservation and the corporate
performance (Xu et al. 2018.p.2).Several theories have been developed to explain the customers’
satisfaction operation such as the American Customer Satisfaction Index, European Customer
Satisfaction Index, and Swedish Customer Barometer among others.
A Summary of the Theory (American Customer Satisfaction Index)
The ACSM is a general model that explains the antecedents and the consequences of customer’s
satisfaction with particular products and services in the United States and was modeled by Claes

CUSTOMER SATISFACTION 3
Fornell the founder of Swedish Customer Satisfaction Barometer too(Santa 2013, p.8). The
model was introduced in 1994 by the researchers of the University of Michigan derived from the
Swedish Customer Satisfaction Barometer. SCSB model mainly contained two antecedents of
satisfaction; that our customer’s product perception and customer’s experience with the product.
All the two antecedents determine the retention of the customers. However, the ACSM model
developed from the SCSB contains more antecedents such as the perceived expectation,
perceived value, customer’s complaints, customer’s expectation, customer’s loyalty and
customer’s satisfaction.
Quantitative
Student satisfaction with Canadian music programs: the application of the American
Customer Satisfaction Model in higher education
The journal about the students’ satisfaction with the Canadian music program was major to
investigate the several antecedents and the consequences of the students’ satisfaction with the
Canadian university music programs and at the same time measure the students’ level with the
program satisfaction. The research adopted the ACSM to determine the level of students’
satisfaction and applied a quantitative methodology for the data collection and analysis. A total
of 276 students’ Canadian music students were surveyed, and data analyzed through descriptive
methods. A qualitative method majorly aims at quantifying the themes under the study as
numerical data is used (Lash et al.2016, p.1229) The results indicated that there was a correlation
between the students’ performance depend on the programs. Therefore, students’ satisfaction is
majorly influenced by the quality of the program.