7 Customer Satisfaction Analyses

Customer satisfaction is a term used to explain how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as the number/percentage of customers whose experience with products/services exceeds identified satisfaction goals. This chapter explains how to develop customer satisfaction analyses (from the preliminary study to the analysis of the results) and some methods to represents the major findings.

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Year of publication:	2019
Authors:	Sartor, Marco
Published in:	Quality management : tools, methods, and standards. - Bingley, UK : Emerald Publishing, ISBN 978-1-78769-801-7. - 2019, p. 109-116
Subject:	Kundenzufriedenheit \| Customer satisfaction \| Dienstleistungsqualität \| Service quality \| Konsumentenverhalten \| Consumer behaviour \| Messung \| Measurement

Type of publication:	Article
Language:	English
Other identifiers:	10.1108/978-1-78769-801-720191007 [DOI]
Source:	ECONIS - Online Catalogue of the ZBW

Persistent link: https://www.econbiz.de/10015092373