Claes Fornell, Michael D. Johnson *
University of Michigan, School of Busirms Administration. Am Arbor, MI 48104-1234, USA
(Dipublikasi pada : Journal of Economic Psychology 14 (1993) 681-696)
University of Michigan, School of Busirms Administration. Am Arbor, MI 48104-1234, USA
(Dipublikasi pada : Journal of Economic Psychology 14 (1993) 681-696)
The paper uses the differentiation of offerings as a basis for explaining differences in aggregate, industry level customer satisfaction in the annual Swedish Customer Satisfaction Barometer. The results reveal that differentiated industries have higher aggregate levels of perceived performance and subsequent customer satisfaction, and that a large portion of variance in customer satisfaction across industries can be explained by the impact of differentiation (via perceived performance), These findings suggest that it is indeed possible to make meaningful comparisons of customer satisfaction across different industries.
1. Introduction
Sweden was the first country to develop a single, national index of customer satisfaction as a new measure of economic output (Fornell, 1992). Germany followed suit last year and the United States is expected to announce the results of its American Customer Satisfaction Index in 1994. The Swedish Customer Satisfaction Barometer (CSB) tracks customer evaluations of product and service performance and satisfaction for a large number of companies in over thirty industries. The issue of this paper is just what aggregate, industry level differences in satisfaction mean. Does a satisfaction index score of 78 for automobiles versus 65 for postal service reflect an underlying difference in the degree to which these industries satisfy customer needs? If so, understanding the base level of satisfaction in an industry is critical when interpreting satisfaction measures for the . . . . . . (baca_selengkapnya)
Artikel lengkap dikompilasi oleh/hubungi :
Kanaidi, SE., M.Si (Penulis, Peneliti, PeBisnis, Trainer dan Dosen Marketing Management).
1. Introduction
Sweden was the first country to develop a single, national index of customer satisfaction as a new measure of economic output (Fornell, 1992). Germany followed suit last year and the United States is expected to announce the results of its American Customer Satisfaction Index in 1994. The Swedish Customer Satisfaction Barometer (CSB) tracks customer evaluations of product and service performance and satisfaction for a large number of companies in over thirty industries. The issue of this paper is just what aggregate, industry level differences in satisfaction mean. Does a satisfaction index score of 78 for automobiles versus 65 for postal service reflect an underlying difference in the degree to which these industries satisfy customer needs? If so, understanding the base level of satisfaction in an industry is critical when interpreting satisfaction measures for the . . . . . . (baca_selengkapnya)
Artikel lengkap dikompilasi oleh/hubungi :
Kanaidi, SE., M.Si (Penulis, Peneliti, PeBisnis, Trainer dan Dosen Marketing Management).
e-mail ke : kana_ati@yahoo.com atau kanaidi@poltekpos.ac.id
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