University of Michigan, School of Busirms Administration. Am Arbor, MI 48104-1234, USA
(Dipublikasi pada : Journal of Economic Psychology 14 (1993) 681-696)
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).