An empirical study into the influence of customer satisfaction on customer revenues

Maarten Terpstra, Ton Kuijlen and Klaas Sijtsma

The Service Industries Journal, 2011, vol. 32, issue 13, 2129-2143

Abstract: It is broadly expected that customer satisfaction (CS) influences customer revenues (CR), but there is little evidence for the corresponding hypothesis. If CS influences CR, there must be a relation between CS at time t = 0 and CR at time t > 0. We developed a statistical model representing this relation, which we tested in a longitudinal study using person-level data ( N = 1682) from a Dutch retail bank. We found that CS had a positive effect on CR with 1-year and 2-year time lags. These results support the hypothesis that CS influences CR.

Date: 2011
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DOI: 10.1080/02642069.2011.574279

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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