The EPSI model as the main factor for identifying customer satisfactionempirical research

  1. María Leonor González Menorca 1
  2. Rubén Fernández Ortiz 1
  3. Guadalupe Fuentes Lombardo 2
  4. Mónica Clavel San Emeterio 3
  1. 1 Universidad de La Rioja

    Universidad de La Rioja

    Logroño, España


  2. 2 Universidad de Jaén

    Universidad de Jaén

    Jaén, España


  3. 3 Universidad Internacional de La Rioja

    Universidad Internacional de La Rioja

    Logroño, España


Total Quality Management & Business Excellence

ISSN: 1478-3371

Year of publication: 2016

Volume: 27

Issue: 3-4

Pages: 447-463

Type: Article

DOI: 10.1080/14783363.2015.1053805 DIALNET GOOGLE SCHOLAR

More publications in: Total Quality Management & Business Excellence


Cited by

  • Scopus Cited by: 6 (24-02-2024)
  • Web of Science Cited by: 5 (10-10-2023)
  • Dimensions Cited by: 5 (06-01-2024)

JCR (Journal Impact Factor)

  • Year 2016
  • Journal Impact Factor: 1.368
  • Journal Impact Factor without self cites: 1.066
  • Article influence score: 0.207
  • Best Quartile: Q3
  • Area: MANAGEMENT Quartile: Q3 Rank in area: 118/194 (Ranking edition: SSCI)

SCImago Journal Rank

  • Year 2016
  • SJR Journal Impact: 0.676
  • Best Quartile: Q1
  • Area: Business, Management and Accounting (miscellaneous) Quartile: Q1 Rank in area: 55/374


  • Social Sciences: A

Scopus CiteScore

  • Year 2016
  • CiteScore of the Journal : 2.9
  • Area: Business, Management and Accounting (all) Percentile: 85


(Data updated as of 06-01-2024)
  • Total citations: 5
  • Recent citations (2 years): 2
  • Field Citation Ratio (FCR): 1.37


Literature reveals the growing interest among researchers [Verdú, A., Lloréns, F. J., & Fuentes, M. (2004). Measuring perceptions of quality in food products: The case of red wine. Food Quality and Preference, 15(5), 453–469.; Rundle-Thiele, S. (2005). Elaborating customer loyalty: Exploring loyalty to wine retailers. Journal of Retailing and Consumer Services, 12(5), 333–344.] to understand the elements involved in the formation of customer satisfaction and loyalty in the consumption of Designation of Origin wines. This study is based on the pan-European Customer Satisfaction Index and develops a model of causal relationships using the covariance-based approach (AMOS 19) in order to determine the relationships existing between the variables and the weight of each variable contributing to customer satisfaction. In this paper, the model was applied to study the satisfaction of 398 consumers of Qualified Designation of Origin Rioja wine (Spain). The results show consumer satisfaction with this Designation of Origin wine is very high and it fulfils their expectations, with higher satisfaction values than those obtained for other Designation of Origin wines, revealing inter-relationships with image, expectations, perceived quality, value and loyalty. The results of this study may be useful for winery managers since they will allow them to value their current position in the market.