Measuring customer satisfaction: a key dimension of business performance

Kai Kristensen, Anne Martensen, Lars Gronholdt, Solbjerg Plads

International Journal of Business Performance Management, 2000, vol. 2, issue 1/2/3, 157-170

Abstract: Customer satisfaction is an increasingly powerful dimension of business performance. Firstly, the article describes empirical evidence that customer satisfaction measures, based on a modelling approach, have an impact on business results and shareholder value; that is, customer satisfaction is a forward-looking performance measure. Secondly, the article presents the methodology behind the recently introduced European Customer Satisfaction Index (ECSI) and its successful application to measuring and managing customer satisfaction, customer loyalty and their drivers at Post Denmark. Finally, practitioner and academic implications are discussed.

Keywords: customer satisfaction measurement; customer satisfaction modelling; economic performance; case study. (search for similar items in EconPapers)
Date: 2000
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Persistent link: https://EconPapers.repec.org/RePEc:ids:ijbpma:v:2:y:2000:i:1/2/3:p:157-170

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