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Customer Satisfaction

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Customer Satisfaction Definition

Customer satisfaction is a term used to describe a scenario when an exchange meets the needs and expectations of a user. It captures the provision of goods or services that fulfil the customer's expectations in terms of quality and service in relation to the price paid. Customer satisfaction, as a business term, can also be used to measure how the supply of products or services surpasses customer expectations.

Customer Satisfaction Description

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Customer Satisfaction Examples

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Customer Satisfaction Implementation

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Customer Satisfaction Strengths

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Customer Satisfaction Weaknesses

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Customer Satisfaction Value Focus

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Customer Satisfaction Life Cycle

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Customer Satisfaction Sector Focus

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Customer Satisfaction Web resources

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Customer Satisfaction Print resources

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Customer Satisfaction References

  • Anderson, E. W. and Sullivan, M. W. (1993) The Antecedents and Consequences of Customer Satisfaction for Firms, Marketing Science, Vol. 12 (2), pp. 125-143.
  • Berry, L. L. (1999) Discovering the Soul of Service: The Nine Drivers of Sustainable Business Success, The Free Press, New York.
  • Biswas, P. K. (2007) Customer Satisfaction of ATM Service: A Case Study of HSBC ATM. Dhaka University Journal of Marketing; The Social Science Research Network Available at: http://papers.ssrn.com/sol3/papers.cfm?abstract_id=990242
  • Churchill G. A. and Surprenant, C. Jr. (1982) An Investigation into the Determinants of Customer Satisfaction, Journal of Marketing Research, Vol. 19 (4), pp. 491-504.

There are up to fifteen original source references used to write the overview of Customer Satisfaction. Please log in or subscribe to view the original source material our researchers used to write about this concept.

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