Determinants of High Income Customer Satisfaction: Case of Apartment Buyers in Tabriz

Subject Areas : Jounal of Marketing Management

H. Vazifehdust ¹ ( دانشیار، عضو هیئت علمی دانشگاه آزاد اسلامی واحد علوم و تحقیقات، تهران، ایران )
H. Emari ² ( دانشجوی دکترای مدیریت بازاریابی، عضو هیئت علمی دانشگاه آزاد اسلامی واحد بناب، بناب، ایران )

Received: 2015-03-21 Accepted : 2015-03-21 Published : 2015-03-21

Keywords: Project facilities, Region facilities, Customer cost, Satisfaction index, Cumulative satisfaction, Environmental quality,

Abstract :

This study examined the underlying dimensions of high income customer satisfaction in the apartment industry. For this purpose, researchers developed a model to identify which factors are influential in creating customer satisfaction. The second purpose was to assess satisfaction’s mediating effect in word of mouth building. This research is an applied research and its strategy is causal. The study employed structural equation modeling and confirmatory factor analysis to investigate the causal relationships between quality, cost, and facilities with satisfaction. It specifically measured the way in which consumers’ perceptions of the dimensions of customer satisfaction affected the overall customer satisfaction evaluations. A standard questionnaire was used for collecting the data from a sample of high income customers of apartment industry in Iran. The results from a high income sample indicate that customer satisfaction influenced more by product quality and service quality than other constructs. In addition, the role of customer satisfaction as a mediating factor in the intention of word of mouth is rejected. Present research enriched customer satisfaction building in apartment industry by incorporating the environmental quality.