69642 20200108100343.0 doi 10.1108/TQM-07-2016-0056 sideral 103849 ART-2018-103849 eng (orcid)0000-0002-6516-7755 Pastor Tejedor, Jesús Universidad de Zaragoza Validation and Improvement of the European Customer Satisfaction Index for the Spanish Wine Sector 2018 Access copy available to the general public Unrestricted Purpose: A study of the Spanish wine sector, in this case specifically the Designation of Origin (DO) Somontano, requires validation of the European Customer Satisfaction Index (ECSI), which also needs to be improved and adapted to obtain more information on customer satisfaction. Design/methodology/approach: Applying the ECSI model, based on structural equation modeling (SEM) using partial least squares (PLS). Findings: An empirical analysis shows that the importance of customers’ expectations and perceived quality are the most influential factors in achieving satisfaction. Also highlighted in the new model is the linkage between service and product qualities in a unique variable, total quality. Originality/value: In addition to validating the ECSI model for DO Somontano, a new innovative implementation was developed and tested to improve the calculation of satisfaction. info:eu-repo/semantics/openAccess by http://creativecommons.org/licenses/by/3.0/es/ 0.598 2018 Business and International Management 2018 Q1 Strategy and Management 2018 Q1 Decision Sciences (miscellaneous) 2018 Q1 Business, Management and Accounting (miscellaneous) 2018 Q1 info:eu-repo/semantics/article info:eu-repo/semantics/acceptedVersion (orcid)0000-0001-5518-4183 Navarro Elola, Luis Universidad de Zaragoza Perez Ajami, Miguel Tarek 4012 650 Universidad de Zaragoza Dpto. Direcc.Organiza.Empresas Área Organización de Empresas 30, 2 (2018), 133-152 TQM j. The TQM Journal 1754-2731 1111226 http://zaguan.unizar.es/record/69642/files/texto_completo.pdf Postprint 27444 http://zaguan.unizar.es/record/69642/files/texto_completo.jpg?subformat=icon icon Postprint oai:zaguan.unizar.es:69642 articulos driver 2020-01-08-09:29:04 ARTICLE