Mai, Li-Wei and Ness, Mitchell R. (1999) Canonical correlation analysis of customer satisfaction and future purchase of mail-order speciality food. British Food Journal, 101 (11). pp. 857-570. ISSN 0007-070X
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Official URL: http://dx.doi.org/10.1108/00070709910301373
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.
|Research Community:||University of Westminster > Westminster Business School|
|Deposited On:||14 Nov 2012 15:40|
|Last Modified:||14 Nov 2012 15:40|
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