Johnson, M.D., Gustafsson, A., Andreassen, T.W., Lervik, L. and Cha, J. (2001) The Evolution and Future of National Customer Satisfaction Index Models. Journal of economic Psychology, 22, 217-245. https://doi.org/10.1016/S0167-4870(01)00030-7

has been cited by the following article:

• TITLE: The Development and Validation of Customer Satisfaction Questionnaire in the Nigerian Hospitality Industry

  AUTHORS: Abba D. Haruna, Damian D. Osa-Afiana

  KEYWORDS: Customer Satisfaction Measurement, Psychometrics, Nigerian Hospitality Industry

  JOURNAL NAME: Open Access Library Journal, Vol.9 No.8, August 2, 2022

  ABSTRACT: The utility of psychometrics in the Nigerian hospitality industry has been underwhelming. This study focuses on the development and validation of a Customer Satisfaction Questionnaire (CSQ) designed to measure Customer Satisfaction in the Nigerian hospitality industry. Furthermore, the induction of Customer Satisfaction as a quality management system ISO 9001:2000 and its role in improving organizational performance and predicting consumer behavior is the basis of this study that analyses the satisfaction responses of 244 customers/participants who were all adult aged 18 - 40 years. The research design was a survey design, and the duration of the study was 14 months. The findings revealed significant psychometric coefficients in the reliability and validity analysis of the Customer Satisfaction Questionnaire.