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Measuring Customer Satisfaction: A Literature Review

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dc.title Measuring Customer Satisfaction: A Literature Review en
dc.contributor.author Ngo, Minh Vu
dc.relation.ispartof Finance and Performance of Firms in Science, Education and Practice 2015
dc.identifier.isbn 978-80-7454-482-8
dc.date.issued 2015
dc.citation.spage 1638
dc.citation.epage 1655
dc.event.title 7th International Scientific Conference on Finance and Performance of Firms in Science, Education and Practice
dc.event.location Zlín
utb.event.state-en Czech Republic
utb.event.state-cs Česká republika
dc.event.sdate 2015-04-23
dc.event.edate 2015-04-24
dc.type conferenceObject
dc.language.iso en
dc.publisher Univerzita Tomáše Bati ve Zlíně (UTB)
dc.publisher Tomas Bata University in Zlín en
dc.relation.uri http://www.ufu.utb.cz/konference/sbornik2015.pdf
dc.subject Customer satisfaction en
dc.subject Measure customer satisfaction en
dc.subject Customer satisfaction index/measurements en
dc.subject SERVQUAL en
dc.subject National Customer satisfaction index en
dc.description.abstract Customer satisfaction (CS) has attracted serious research attention in the recent past. This paper reviews the research on how to measure the level of CS, and classify research articles according to their approaches and methodologies. This paper also tries to supply some insights about the state of measuring CS in Vietnam. The main objective is to provide a conceptual basic to understand existing methodologies used for measuring CS. A total of 103 articles from more than 50 journals and international conferences are reviewed. A number of important methodologies used for measuring CS are defined and classified into two different approaches based on their nature. Another important contribution of this study is to suggest some criteria which should be considered to make CS measurement as a leading indicator of the financial performance. This paper can be helpful for managers to gain basic conceptual ideas of the methodologies used for measuring CS and also the criteria which make CS measurements more likely as a driver of financial performance when they are satisfied. en
utb.faculty Faculty of Management and Economics
dc.identifier.uri http://hdl.handle.net/10563/1006508
utb.identifier.obdid 43873765
utb.identifier.wok 000374107300131
utb.source d-wok
dc.date.accessioned 2016-07-26T14:58:41Z
dc.date.available 2016-07-26T14:58:41Z
utb.contributor.internalauthor Ngo, Minh Vu
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