Canonical correlation analysis of customer satisfaction and future purchase of mail-order speciality food

Mai, L.W. and Ness, M.R. 1999. Canonical correlation analysis of customer satisfaction and future purchase of mail-order speciality food. British Food Journal. 101 (11), pp. 857-570. https://doi.org/10.1108/00070709910301373

TitleCanonical correlation analysis of customer satisfaction and future purchase of mail-order speciality food
AuthorsMai, L.W. and Ness, M.R.
Abstract

Analyses customer satisfaction with mail-order speciality foods in the UK and examines the relationship between satisfaction with eight attributes of mail-order speciality food and their association with overall satisfaction and likelihood of future purchase. Univariate analysis reveals that a high proportion of mail-order customers experience satisfaction with each of the eight mail-order attributes, reflected in a high proportion of customers who are satisfied overall and who intend to repurchase the products in the future. Canonical correlation analysis reveals a statistically significant relationship between one set of variables, overall satisfaction and likelihood of future purchase, and another set of variables, the eight mail-order attributes. Consequently the results indicate that customer satisfaction is associated with service aspects of mail-order such as the order process and delivery service as well as physical product attributes such as product quality.

JournalBritish Food Journal
Journal citation101 (11), pp. 857-570
ISSN0007-070X
Year1999
PublisherEmerald Publishing Limited
Digital Object Identifier (DOI)https://doi.org/10.1108/00070709910301373
Publication dates
Published1999

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