Customer satisfaction

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consumption contexts. A study by Wirtz & Lee (2003), found that a six-item 7-point semantic differential scale (for example, Oliver and Swan 1983), which is a six-item 7-point bipolar scale, consistently performed best across both hedonic and utilitarian services. It loaded most highly on satisfaction, had the highest item reliability, and had by far the lowest error variance across both studies. In the study, the six items asked respondents’ evaluation of their most recent experience with ATM services and ice cream restaurant, along seven points within these six items: “pleased me to displeased me”, “contented with to disgusted with”, “very satisfied with to very dissatisfied with”, “did a good job for me to did a poor job for me”, “wise choice to poor choice” and “happy with to unhappy with”. A semantic differential (4 items) scale (e.g., Eroglu and Machleit 1990), which is a four-item 7-point bipolar scale, was the second best performing measure, which was again consistent across both contexts. In the study, respondents were asked to evaluate their experience with both products, along seven points within these four items: “satisfied to dissatisfied”, “favorable to unfavorable”, “pleasant to unpleasant” and “I like it very much to I didn’t like it at all”. The third best scale was single-item percentage measure, a one-item 7-point bipolar scale (e.g., Westbrook 1980). Again, the respondents were asked to evaluate their experience on both ATM services and ice cream restaurants, along seven points within “delighted to terrible”.

208:"The Disconfirmation Model is based on the comparison of customers’ and their ratings. Specifically, an individual’s expectations are confirmed when a product performs as expected. It is negatively confirmed when a product performs more poorly than expected. The disconfirmation is positive when a product performs over the expectations (Churchill & Suprenant 1982). There are four constructs to describe the traditional disconfirmation paradigm mentioned as expectations, performance, disconfirmation and satisfaction." "Satisfaction is considered as an outcome of purchase and use, resulting from the buyers’ comparison of expected rewards and incurred costs of the purchase in relation to the anticipated consequences. In operation, satisfaction is somehow similar to attitude as it can be evaluated as the sum of satisfactions with some features of a product." "In the literature, cognitive and affective models of satisfaction are also developed and considered as alternatives (Pfaff, 1977). Churchill and Suprenant in 1982, evaluated various studies in the literature and formed an overview of Disconfirmation process in the following figure:" 217: 600:

where a researcher needs to gather data from a large number of customers, a single-item scale may be preferred because it can reduce total survey error. An interesting recent finding from re-interviewing the same clients of a firm is that only 50% of respondents give the same satisfaction rating when re-interviewed, even when there has been no service encounter between the client and firm between surveys. The study found a 'regression to the mean' effect in customer satisfaction responses, whereby the respondent group who gave unduly low scores in the first survey regressed up toward the mean level in the second, while the group who gave unduly high scores tended to regress downward toward the overall mean level in the second survey.

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growth. On the microeconomic level, academic studies have shown that ACSI data is related to a firm's financial performance in terms of return on investment (ROI), sales, long-term firm value (Tobin's q), cash flow, cash flow volatility, human capital performance, portfolio returns, debt financing, risk, and consumer spending. Increasing ACSI scores have been shown to predict loyalty, word-of-mouth recommendations, and purchase behavior. The ACSI measures customer satisfaction annually for more than 200 companies in 43 industries and 10 economic sectors. In addition to quarterly reports, the ACSI methodology can be applied to private sector companies and government agencies in order to improve loyalty and purchase intent.

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single-item scale may be preferred because it can reduce total survey error. An interesting recent finding from re-interviewing the same clients of a firm is that only 50% of respondents give the same satisfaction rating when re-interviewed, even when there has been no service encounter between the client and firm between surveys. The study found a 'regression to the mean' effect in customer satisfaction responses, whereby the respondent group who gave unduly low scores in the first survey regressed up toward the mean level in the second, while the group who gave unduly high scores tended to regress downward toward the overall mean level in the second survey.

136: 171:

indicate that they would recommend a brand to friends." A previous study about customer satisfaction stated that when a customer is satisfied with a product, he or she might recommend it to friends, relatives and colleagues. This can be a powerful marketing advantage. According to Faris et al., "ndividuals who rate their satisfaction level as '1,' by contrast, are unlikely to return. Further, they can hurt the firm by making negative comments about it to prospective customers.

571:"Customer satisfaction is measured at the individual level, but it is almost always reported at an aggregate level. It can be, and often is, measured along various dimensions. A hotel, for example, might ask customers to rate their experience with its front desk and check-in service, with the room, with the amenities in the room, with the restaurants, and so on. Additionally, in a holistic sense, the hotel might ask about overall satisfaction 'with your stay.'" 228:"Customer satisfaction is measured at the individual level, but it is almost always reported at an aggregate level. It can be, and often is, measured along various dimensions. A hotel, for example, might ask customers to rate their experience with its front desk and check-in service, with the room, with the amenities in the room, with the restaurants, and so on. Additionally, in a holistic sense, the hotel might ask about overall satisfaction 'with your stay.'" 381: 447:. Increasing ACSI scores have been shown to predict loyalty, word-of-mouth recommendations, and purchase behavior. The ACSI measures customer satisfaction annually for more than 200 companies in 43 industries and 10 economic sectors. In addition to quarterly reports, the ACSI methodology can be applied to private sector companies and government agencies in order to improve loyalty and purchase intent. 487:(NPS) is also used to measure customer satisfaction. On a scale of 0 to 10, this score measures the willingness of customers to recommend a company to others. Despite many points of criticism from a scientific point of view, the NPS is widely used in practice. Its popularity and broad use have been attributed to its simplicity and its openly available methodology. 583:

with a satisfaction "gap" which is objective and quantitative in nature. Work done by Cronin and Taylor propose the "confirmation/disconfirmation" theory of combining the "gap" described by Parasuraman, Zeithaml and Berry as two different measures (perception and expectation of performance) into a single measurement of performance according to expectation.

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331:(4 items) scale (e.g., Eroglu and Machleit 1990), which is a four-item 7-point bipolar scale, was the second best performing measure, which was again consistent across both contexts. In the study, respondents were asked to evaluate their experience with both products, along seven points within these four items: “ 539:

survey found that customer satisfaction in the United States is deteriorating. Roughly two-thirds of survey participants reported feeling "rage" over their experiences as consumers. A multi-decade decline in consumer satisfaction since the 1970s was observed. A majority of respondents felt that their

274:

scale (for example, Oliver and Swan 1983), which is a six-item 7-point bipolar scale, consistently performed best across both hedonic and utilitarian services. It loaded most highly on satisfaction, had the highest item reliability, and had by far the lowest error variance across both studies. In the

603:

Methodologies American Customer Satisfaction Index (ACSI) is a scientific standard of customer satisfaction. Academic research has shown that the national ACSI score is a strong predictor of Gross Domestic Product (GDP) growth, and an even stronger predictor of Personal Consumption Expenditure (PCE)

578:

Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service. The state of satisfaction depends on a number of both psychological and physical variables which correlate with

235:

170:

On a five-point scale, "individuals who rate their satisfaction level as '5' are likely to become return customers and might even evangelize for the firm. A second important metric related to satisfaction is willingness to recommend. This metric is defined as "he percentage of surveyed customers who

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A single-item four-point HappyOrNot customer satisfaction feedback terminal Recent research shows that in most commercial applications, such as firms conducting customer surveys, a single-item overall satisfaction scale performs just as well as a multi-item scale. Especially in larger scale studies

392:

Recent research shows that in most commercial applications, such as firms conducting customer surveys, a single-item overall satisfaction scale performs just as well as a multi-item scale. Especially in larger scale studies where a researcher needs to gather data from a large number of customers, a

627:

For B2B customer satisfaction surveys, where there is a small customer base, a high response rate to the survey is desirable. The American Customer Satisfaction Index (2012) found that response rates for paper-based surveys were around 10% and the response rates for e-surveys (web, wap and e-mail)

623:

The Net Promoter Score (NPS) is also used to measure customer satisfaction. On a scale of 0 to 10, this score measures the willingness of customers to recommend a company to others. Despite many points of criticism from a scientific point of view, the NPS is widely used in practice. Its popularity

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Work done by Parasuraman, Zeithaml and Berry (Leonard L) between 1985 and 1988 provides the basis for the measurement of customer satisfaction with a service by using the gap between the customer's expectation of performance and their perceived experience of performance. This provides the measurer

239:

199:

Especially for durable goods that are consumed over time, there is value to taking a dynamic perspective on customer satisfaction. Within a dynamic perspective, customer satisfaction can evolve over time as customers repeatedly use a product or interact with a service. The satisfaction experienced

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Finally, all measures captured both affective and cognitive aspects of satisfaction, independent of their scale anchors. Affective measures capture a consumer’s attitude (liking/disliking) towards a product, which can result from any product information or experience. On the other hand, cognitive

376:

191:

It is considered that customers judge products on a limited set of norms and attributes. Olshavsky and Miller (1972) and Olson and Dover (1976) designed their researches as to manipulate actual product performance, and their aim was to find out how perceived performance ratings were influenced by

607:

The Kano model is a theory of product development and customer satisfaction developed in the 1980s by Professor Noriaki Kano that classifies customer preferences into five categories: Attractive, One-Dimensional, Must-Be, Indifferent, Reverse. The Kano model offers some insight into the product

187:

A customer's expectations about a product bear on how the customer thinks the product will perform. Consumers are thought to have various "types" of expectations when forming opinions about a product's anticipated performance. Miller (1977) described four types of expectations: ideal, expected,

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As research on consumption experiences grows, evidence suggests that consumers purchase goods and services for a combination of two types of benefits: hedonic and utilitarian. Hedonic benefits are associated with the sensory and experiential attributes of the product. Utilitarian benefits of a

231:

590:

Good quality measures need to have high satisfaction loading, good reliability, and low error variances. In an empirical study comparing commonly used satisfaction measures it was found that two multi-item semantic differential scales performed best across both hedonic and utilitarian service

195:

In some research studies, scholars have been able to establish that customer satisfaction has a strong emotional, i.e., affective, component. Still others show that the cognitive and affective components of customer satisfaction reciprocally influence each other over time to determine overall

183:

In the research literature, the antecedents of customer satisfaction are studied from different perspectives. These perspectives extend from the psychological to the physical as well as from the normative perspective. However, in much of the literature, research has been focused on two basic

619:

Other research and consulting firms have customer satisfaction solutions as well. These include A.T. Kearney's Customer Satisfaction Audit process, which incorporates the Stages of Excellence framework and which helps define a company’s status against eight critically identified dimensions.

615:

J.D. Power and Associates provides another measure of customer satisfaction, known for its top-box approach and automotive industry rankings. J.D. Power and Associates' marketing research consists primarily of consumer surveys and is publicly known for the value of its product awards.

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element is defined as an appraisal or conclusion on how the product’s performance compared against expectations (or exceeded or fell short of expectations), was useful (or not useful), fit the situation (or did not fit), exceeded the requirements of the situation (or did not exceed).

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as part of its ongoing Common Language in Marketing Project. In a survey of nearly 200 senior marketing managers, 71 percent responded that they found a customer satisfaction metric very useful in managing and monitoring their businesses. Customer satisfaction is viewed as a

640:

Recently there has been a growing interest in predicting customer satisfaction using big data and machine learning methods (with behavioral and demographic features as predictors) to take targeted preventive actions aimed at avoiding churn, complaints and dissatisfaction.

526:

472:

provides another measure of customer satisfaction, known for its top-box approach and automotive industry rankings. J.D. Power and Associates' marketing research consists primarily of consumer surveys and is publicly known for the value of its product awards.

363:”. The third best scale was single-item percentage measure, a one-item 7-point bipolar scale (e.g., Westbrook 1980). Again, the respondents were asked to evaluate their experience on both ATM services and ice cream restaurants, along seven points within “ 611:

SERVQUAL or RATER is a service-quality framework that has been incorporated into customer-satisfaction surveys (e.g., the revised Norwegian Customer Satisfaction Barometer) to indicate the gap between customer expectations and experience.

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satisfaction behaviors such as return and recommend rate. The level of satisfaction can also vary depending on other options the customer may have and other products against which the customer can compare the organization's products.

236:

498:(2012) found that response rates for paper-based surveys were around 10% and the response rates for e-surveys (web, wap and e-mail) were averaging between 5% and 15% - which can only provide a straw poll of the customers' opinions. 458:

that classifies customer preferences into five categories: Attractive, One-Dimensional, Must-Be, Indifferent, Reverse. The Kano model offers some insight into the product attributes which are perceived to be important to customers.

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The usual measures of customer satisfaction involve a survey using a Likert scale. The customer is asked to evaluate each statement in terms of their perceptions and expectations of performance of the organization being measured.

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or RATER is a service-quality framework that has been incorporated into customer-satisfaction surveys (e.g., the revised Norwegian Customer Satisfaction Barometer) to indicate the gap between customer expectations and experience.

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Organizations need to retain existing customers while targeting non-customers. Measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace.

155:"Within organizations, the collection, analysis and dissemination of these data send a message about the importance of tending to customers and ensuring that they have a positive experience with the company's goods and services." 1127: 1312:

Morgeson, F. V., & Petrescu, C. (2011). "Do They All Perform Alike? An Examination of Perceived Performance, Citizen Satisfaction and Trust with US Federal Agencies." International Review of Administrative Sciences, 77(3),

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with each interaction (transactional satisfaction) can influence the overall, cumulative satisfaction. Scholars showed that it is not just overall customer satisfaction, but also customer loyalty that evolves over time.

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customer service complaints were not sufficiently addressed by businesses. A 2022 report found that consumer experiences in the United States had declined substantially in the 2 years since the beginning of the

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Customer Relationship Management, Emerging Concepts, Tools and Application, Edited by Jagsish N Sheth, Atul Parvatiyar and G Shainesh, published by Tata McGraw-Hill Education - see Chapter 21, pages 193 to

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expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified

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Wirtz, Jochen; Chung Lee, Meng (2003), “An Empirical Study on The Quality and Context-specific Applicability of Commonly Used Customer Satisfaction Measures,” Journal of Service Research, Vol. 5, No. 4,

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Wirtz, Jochen and John E. G. Bateson (1995), “An Experimental Investigation of Halo Effects in Satisfaction Measures of Service Attributes,” International Journal of Service Industry Management, 6 (3),

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Homburg, Christian, Nicole Koschate, and Wayne D. Hoyer. "The role of cognition and affect in the formation of customer satisfaction: a dynamic perspective." Journal of Marketing 70.3 (2006): 21-31.

127:. In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a major differentiator and increasingly has become an important element of business strategy. 166:. Much research has focused on the relationship between customer satisfaction and retention. Studies indicate that the ramifications of satisfaction are most strongly realized at the extremes." 631:

In the European Union member states, many methods for measuring impact and satisfaction of e-government services are in use, which the eGovMoNet project sought to compare and harmonize.

480:'s Customer Satisfaction Audit process, which incorporates the Stages of Excellence framework and which helps define a company’s status against eight critically identified dimensions. 634:

These customer satisfaction methodologies have not been independently audited by the Marketing Accountability Standards Board according to MMAP (Marketing Metric Audit Protocol).

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Johnson, Michael D.; Anders Gustafssonb; Tor Wallin Andreassenc; Line Lervikc; Jaesung Cha (2001). "The evolution and future of national customer satisfaction index models".

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minimum tolerable, and desirable. Day (1977) underlined different types of expectations, including ones about costs, the nature of the product, benefits, and social value.

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Fornell, C., S. Mithas, F.V. Morgeson III, and M.S. Krishnan (2006). "Customer Satisfaction and Stock Prices: High Returns, Low Risk," Journal of Marketing, 70(1), 3−14.

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Westbrook, Robert A., and Richard L. Oliver. "The dimensionality of consumption emotion patterns and consumer satisfaction." Journal of consumer research (1991): 84-91.

151:. The authors also wrote that "customer satisfaction data are among the most frequently collected indicators of market perceptions. Their principal use is twofold:" 544:. In the United Kingdom in 2022, customer service complaints were at record highs, owing to staffing shortages and the supply crisis related to the COVID pandemic. 1449:

Pokryshevskaya, Elena B.; Antipov, Evgeny A. (2017). "Profiling satisfied and dissatisfied hotel visitors using publicly available data from a booking platform".

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Eroglu, Sergin A. and Karen A. Machleit (1990), “An Empirical Study of Retail Crowding: Antecedents and Consequences,” Journal of Retailing, 66 (Summer), 201-21.

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Drolet, Aimee L., and Donald G. Morrison. "Do we really need multiple-item measures in service research?." Journal of service research 3, no. 3 (2001): 196-204.

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Fornell, C., R.T. Rust and M.G. Dekimpe (2010). "The Effect of Customer Satisfaction on Consumer Spending Growth," Journal of Marketing Research, 47(1), 28-35.

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Coelho, Pedro S.; Esteves, Susana P. (May 2007). "The Choice between a Fivepoint and a Ten-point Scale in the Framework of Customer Satisfaction Measurement".

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Salant, Priscilla, and Don A. Dillman. "How to Conduct your own Survey: Leading professional give you proven techniques for getting reliable results." (1995)

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Anderson, E.W., C. Fornell & S.K. Mazvancheryl (2004). "Customer Satisfaction and Shareholder Value." Journal of Marketing, Vol. 68, October, 172-185.

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There are many operational strategies for improving customer satisfaction but at the most fundamental level you need to understand customer expectations.

523:

There are many operational strategies for improving customer satisfaction but at the most fundamental level you need to understand customer expectations.

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Dawes, J. Stocchi, L., Dall'Olmo-Riley, F. "Over-time Variation in Customer Satisfaction Scores", International Journal of Market Research, March 2020

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Material used from this publication in this article has been licensed under Creative Commons Share Alike and Gnu Free Documentation License. See talk.

251:. The customer is asked to evaluate each statement in terms of their perceptions and expectations of performance of the organization being measured. 17: 184:

constructs, (a) expectations prior to purchase or use of a product and (b) customer perception of the performance of that product after using it.

87:, Assimilation Theory, and various others, are also used to gain insights into customer satisfaction. However, traditionally applied satisfaction 1156:

Batra, Rajeev and Olli T. Athola (1990), “Measuring the Hedonic and Utilitarian Sources of Consumer Attitudes,” Marketing Letters, 2 (2), 159-70.

404:(ACSI) is a scientific standard of customer satisfaction. Academic research has shown that the national ACSI score is a strong predictor of 660: 1091:

Johnson, Michael D., Andreas Herrmann, and Frank Huber. "The evolution of loyalty intentions." Journal of marketing 70.2 (2006): 122-132.

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expectations. These studies took out the discussions about explaining the differences between expectations and perceived performance."

513: 111: 1249:

Westbrook, Robert A. (1980), “A Rating Scale for Measuring Product/Service Satisfaction,” Journal of Marketing, 44 (Fall), 68-72.

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is the most widely accepted theoretical framework for explaining customer satisfaction. However, other frameworks, such as

494:

customer satisfaction surveys, where there is a small customer base, a high response rate to the survey is desirable. The

921: 216: 162:, satisfaction is perhaps the best indicator of how likely it is that the firm’s customers will make further purchases 35: 1199: 704: 535:

A 2008 survey found that only 3.5% of Chinese consumers were satisfied with their online shopping experience. A 2020

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product are associated with the more instrumental and functional attributes of the product (Batra and Athola 1990).

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product are associated with the more instrumental and functional attributes of the product (Batra and Athola 1990).

409: 1477: 72: 1534: 1007: 645: 1194:

Kessler, Sheila (2003). Customer satisfaction toolkit for ISO 9001:2000. Milwaukee, Wis.: ASQ Quality Press.

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Kucukosmanoglu, Ahmet Nuri; Sensoy Ertan (2010). "Customer Satisfaction: A Central Phenomenon in Marketing".

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level, academic studies have shown that ACSI data is related to a firm's financial performance in terms of

1599: 563: 258:. In an empirical study comparing commonly used satisfaction measures it was found that two multi-item 84: 65:

are pivotal for businesses, given the significant importance of improving the balance between customer

725: 469: 120: 1337: 628:

were averaging between 5% and 15% - which can only provide a straw poll of the customers' opinions.

536: 276: 172: 92: 882:"Consumer Dissatisfaction: The Effect of Disconfirmed Expectancy on Perceived Product Performance" 1589: 1399: 454:

is a theory of product development and customer satisfaction developed in the 1980s by Professor

476:

Other research and consulting firms have customer satisfaction solutions as well. These include

1332: 405: 270:

service consumption contexts. A study by Wirtz & Lee (2003), found that a six-item 7-point

144: 96: 31: 1478:"An empirical study of online shopping customer satisfaction in China: a holistic perspective" 1394: 254:

Good quality measures need to have high satisfaction loading, good reliability, and low error

764: 328: 271: 259: 66: 1128:"Examining hedonic and utilitarian motivations for m-commerce fashion retail app engagement" 1322: 624:

and broad use have been attributed to its simplicity and its openly available methodology.

501:

In the European Union member states, many methods for measuring impact and satisfaction of

491: 417: 8: 553: 436: 104: 88: 49: 275:

study, the six items asked respondents’ evaluation of their most recent experience with

1038: 988: 484: 124: 80: 1346: 1497: 1408: 1373: 1350: 1195: 1175: 1168: 1106: 1042: 1030: 992: 980: 943: 901: 862: 823: 784: 745: 700: 541: 512:

These customer satisfaction methodologies have not been independently audited by the

444: 135: 100: 52:. It is a measure of how products and services supplied by a company meet or surpass 139:

A business ideally is continually seeking feedback to improve customer satisfaction.

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while answering questions, as well as affective, unconscious, and dynamic nature of

1489: 1458: 1342: 1139: 1022: 972: 893: 854: 815: 776: 737: 695:

Farris, Paul W.; Bendle, Neil T.; Pfeifer, Phillip E.; Reibstein, David J. (2010).

655: 650: 365: 148: 62: 741: 925: 765:"A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions" 1462: 976: 780: 279:

services and ice cream restaurant, along seven points within these six items: “

1493: 1143: 1583: 1501: 1354: 1034: 1026: 984: 905: 866: 827: 788: 749: 558: 432: 413: 244: 76: 918: 1554:"UK customer service complaints at highest level on record, research finds" 1412: 1367: 502: 477: 455: 421: 248: 158:"Although sales or market share can indicate how well a firm is performing 697:

Marketing Metrics: The Definitive Guide to Measuring Marketing Performance

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Provides a leading indicator of consumer purchase intentions and loyalty

726:"Satisfaction vs experienced utility: current issues and opportunities" 451: 385: 1103:

Fundamentals of Customer-Focused Management: Competing Through Service

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Dawes, John; Stocchi, Lara; Dall’Olmo-Riley, Francesca (May 2020).

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Liu, Xia; He, Mengqiao; Gao, Fang; Xie, Peihong (1 January 2008).

1008:"Over-time variation in individual's customer satisfaction scores" 263: 114:

endorses the definitions, purposes, and measures that appear in

1516:"Customer service is worse than ever and so is consumers' rage" 1368:

Bluestein, Abram; Michael Moriarty; Ronald J Sanderson (2003).

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Customer satisfaction provides a leading indicator of consumer

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International Journal of Retail & Distribution Management

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attributes which are perceived to be important to customers.

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Customer Satisfaction: A Central Phenomenon in Marketing

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A four-item six-point customer service satisfaction form

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The usual measures of customer satisfaction involve a

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goals." Enhancing customer satisfaction and fostering

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is a key metric relating to customer satisfaction."

1165: 690: 688: 686: 684: 682: 680: 678: 676: 1167: 724:Godovykh, Maksim; Tasci, Asli D. A. (2020-09-16). 1581: 673: 408:(GDP) growth, and an even stronger predictor of 1451:International Journal of Hospitality Management 1372:. Axminster: Cambridge Strategy Publications. 938:Gitman, Lawrence J.; Carl D. McDaniel (2005). 1170:Marketing Services: Competing Through Quality 1126:Parker, Christopher J.; Wang, Huchen (2016). 1058: 1056: 1054: 1052: 962: 808:The Journal of Abnormal and Social Psychology 723: 661:The International Customer Service Institute 203: 1475: 1132:Journal of Fashion Marketing and Management 1166:Berry, Leonard L.; A. Parasuraman (1991). 1125: 1049: 69:before and after the consumption process. 1393:Reichheld, Frederick F. (December 2003). 1386: 1336: 919:http://www.commonlanguage.wikispaces.net/ 509:project sought to compare and harmonize. 1532: 1226: 1224: 1222: 1220: 1218: 1015:International Journal of Market Research 965:International Journal of Market Research 879: 514:Marketing Accountability Standards Board 379: 215: 134: 112:Marketing Accountability Standards Board 388:customer satisfaction feedback terminal 123:within business and is often part of a 14: 1582: 1535:"Customer Experience Is Getting Worse" 1437:eGovMoNet: eGovernment Monitor Network 940:The Future of Business: The Essentials 840: 804:"Towards an understanding of inequity" 762: 518:MMAP (Marketing Metric Audit Protocol) 1551: 1215: 843:"The processes of causal attribution" 801: 178: 1100: 880:Anderson, Rolph E. (February 1973). 763:Oliver, Richard L. (November 1980). 719: 717: 496:American Customer Satisfaction Index 420:(ROI), sales, long-term firm value ( 402:American Customer Satisfaction Index 1508: 841:Kelley, Harold H. (February 1973). 99:, memory limitations, respondents' 91:are influence by biases related to 24: 262:scales performed best across both 36:Customer Satisfaction (Superstore) 25: 1611: 1568: 802:Adams, J. Stacy (November 1963). 714: 73:Expectancy Disconfirmation Theory 410:Personal Consumption Expenditure 396: 18:Customer satisfaction dimensions 1545: 1533:Deighton, Katie (7 June 2022). 1526: 1469: 1442: 1429: 1419: 1370:The Customer Satisfaction Audit 1361: 1316: 1306: 1297: 1288: 1279: 1270: 1261: 1252: 1243: 1234: 1205: 1188: 1159: 1150: 1119: 1094: 1085: 1076: 1067: 999: 505:services are in use, which the 211: 1325:Journal of Economic Psychology 956: 942:. Mason, Ohio: South-Western. 931: 912: 873: 834: 795: 756: 646:Customer satisfaction research 13: 1: 1395:"One Number You Need to Grow" 1347:10.1016/S0167-4870(01)00030-7 886:Journal of Marketing Research 769:Journal of Marketing Research 742:10.1080/13683500.2020.1769573 666: 530: 44:is a term frequently used in 1105:. Westport, Conn.: Praeger. 7: 1552:Clark, Jess (5 July 2022). 547: 10: 1616: 1463:10.1016/j.ijhm.2017.07.009 977:10.1177/147078530704900305 781:10.1177/002224378001700405 564:Computer user satisfaction 130: 29: 1494:10.1108/09590550810911683 1144:10.1108/JFMM-02-2016-0015 730:Current Issues in Tourism 470:J.D. Power and Associates 384:A single-item four-point 204:The Disconfirmation Model 121:key performance indicator 1174:. New York: Free Press. 1027:10.1177/1470785320907538 537:Arizona State University 431:, cash flow volatility, 173:Willingness to recommend 1400:Harvard Business Review 361:I didn’t like it at all 97:availability heuristics 406:Gross Domestic Product 389: 301:very dissatisfied with 221: 140: 1435:European Commission: 847:American Psychologist 443:financing, risk, and 412:(PCE) growth. On the 383: 329:semantic differential 309:did a poor job for me 305:did a good job for me 272:semantic differential 260:semantic differential 219: 138: 42:Customer satisfaction 418:return on investment 1595:Customer experience 1539:Wall Street Journal 1101:John, Joby (2003). 554:Customer experience 357:I like it very much 297:very satisfied with 145:purchase intentions 105:customer experience 93:social desirability 50:customer experience 1600:Services marketing 1407:(12): 46–54, 124. 924:2019-04-05 at the 485:Net Promoter Score 390: 222: 179:Theoretical ground 141: 125:Balanced Scorecard 81:Attribution Theory 1379:978-1-902433-98-1 1181:978-0-02-903079-0 1112:978-1-56720-564-0 949:978-0-324-32028-2 736:(18): 2273–2282. 542:COVID-19 pandemic 445:consumer spending 116:Marketing Metrics 16:(Redirected from 1607: 1562: 1561: 1549: 1543: 1542: 1530: 1524: 1523: 1512: 1506: 1505: 1473: 1467: 1466: 1446: 1440: 1433: 1427: 1423: 1417: 1416: 1390: 1384: 1383: 1365: 1359: 1358: 1340: 1320: 1314: 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