CUSTOMER SATISFACTION

Marcela Zamazalová

Acta Oeconomica Pragensia, 2008, vol. 2008, issue 4, pages 76-82

Abstract: Measurement of customer satisfaction or dissatisfaction is an important factor in corporate development. Deep insight into the crucial factors that have an influence on customer satisfaction and result in repeated purchases plays a critical role. The connection between customer satisfaction and its profitability for the company is discussed in many studies. They focus on the confirmation of the existence of a relationship between the rate of customer loss and a company's efficiency. In addition to themeasurable effects in the financial sphere, every customer is also an important source of qualitative effects that are difficult to evaluate.

Keywords: customer satisfaction; loyalty; retail (search for similar items in EconPapers)
JEL-codes: G30 (search for similar items in EconPapers)
Date: 2008

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