Measuring customer satisfaction: a key dimension of business performance
by Kai Kristensen, Anne Martensen, Lars Gronholdt, Solbjerg Plads
International Journal of Business Performance Management (IJBPM), Vol. 2, No. 1/2/3, 2000

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.

Online publication date: Sun, 13-Jul-2003

The full text of this article is only available to individual subscribers or to users at subscribing institutions.

 
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.

Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.

Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Business Performance Management (IJBPM):
Login with your Inderscience username and password:

Username:        Password:          Forgotten your password?

Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.

If you still need assistance, please email subs@inderscience.com