Measuring the impact of customer satisfaction on business profitability: an empirical study Online publication date: Fri, 13-Sep-2019
by Dimitris Drosos; Michalis Skordoulis; Miltiadis Chalikias
International Journal of Technology Marketing (IJTMKT), Vol. 13, No. 2, 2019
Abstract: According to many studies customer satisfaction is strongly correlated with business profitability. Thus, customer satisfaction has gained scholars' interest worldwide. Business profitability can derive from customer loyalty and an increasing market share. This paper aims to shed some light on the relationship between business profitability and customer satisfaction. Customer satisfaction data were collected from 6,968 mobile communications customers from Greece. Customer satisfaction was measured using the MUSA method, a multi-criteria analysis based on the principles of qualitative regression. The relationship between customer satisfaction and business profitability results has been analysed using correlation coefficients and regression models. The findings support a positive correlation between customer satisfaction and the constructs of business profitability.
Online publication date: Fri, 13-Sep-2019
Go to Inderscience Online Journals to access the Full Text of this article.
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 Technology Marketing (IJTMKT):
Login with your Inderscience username and 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 email@example.com