Wykorzystanie metod wielowymiarowych do analizowania związku między emocjami a satysfakcją klienta
The use of multidimensional methods to analyze the relationship of emotions and customer satisfaction

Summary/Abstract: In the literature, the relationship between emotions and customer satisfaction is presented in different ways. One of them is treating the satisfaction as an emotional response to the product. Another way is the perception of emotions as a factor creating the level of perceived satisfaction. The purpose of this article is to present the possibility of using some of the multidimensional methods such as factor analysis or cluster analysis to analyze the relationship of emotions and customer satisfaction. The data used in the analyzes were collected during surveys conducted in three districts of Western Pomeranian Voivodeship.

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