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Structural Equation Modeling of Purchase Funnel

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Book cover Serviceology for Smart Service System (ICServ 2015)

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Abstract

Nurturing relationships with your customers is a crucial part of developing a sustainable business. This research focuses on how customer satisfaction can be improved in inter-customer relationships. We found that a structural equation analysis of some action data about consumer behaviors with three constituents of products that are supposed to ameliorate consumer gratification gives us deeper and clearer insight into the spreading process of customer satisfaction. And those three components are matching factor, purchasing factor, and customer satisfaction improvement factor. This research contributes to the fields of both consumer behavior and service science by introducing a new scheme that identifies factors in the building process of consumer satisfaction.

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Author information

Authors and Affiliations

  1. Graduate School of Economics, The University of Tokyo, 7-3-1, Hongo, Bunkyo-ku, Tokyo, 113-0033, Japan

    Naotada Yamamoto

Authors
  1. Naotada Yamamoto
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Correspondence to Naotada Yamamoto .

Editor information

Editors and Affiliations

  1. Graduate School of Bionics, Computer and Media Sciences, Tokyo University of Technology, Tokyo, Japan

    Yuriko Sawatani

  2. IBM University Programs World-Wide, IBM Almaden Research Center, San Jose, USA

    James Spohrer

  3. College of Business, San Jose State University, San Jose, USA

    Stephen Kwan

  4. National Institute of Advanced Industrial Science and Technology, Tokyo, Japan

    Takeshi Takenaka

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Yamamoto, N. (2017). Structural Equation Modeling of Purchase Funnel. In: Sawatani, Y., Spohrer, J., Kwan, S., Takenaka, T. (eds) Serviceology for Smart Service System. ICServ 2015. Springer, Tokyo. https://doi.org/10.1007/978-4-431-56074-6_24

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  • DOI: https://doi.org/10.1007/978-4-431-56074-6_24

  • Publisher Name: Springer, Tokyo

  • Print ISBN: 978-4-431-56072-2

  • Online ISBN: 978-4-431-56074-6

  • eBook Packages: EngineeringEngineering (R0)

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