Customer satisfaction represents a modern approach for quality in enterprises and
organisations and serves the development of a truly customer-focused management and …

Banking services constitute a highly competitive market and indicate a representative
example of customer–oriented organizations. For this reason, customer satisfaction is of vital …

In this paper we analyse the European Customer Satisfaction Index (ECSI) model measured
on five different customer groups. In the analysis we use Structural Equation Modelling …

Page 1 INTERNATIONAL SERIES IN OPERATIONS RESEARCH AND MANAGEMENT
SCIENCE perations Management Customer Satisfaction Evaluation Methods for Measuring and …

Measuring customer satisfaction is a key element for modern businesses as it can
significantly contribute to a continuing effort of service quality improvement. In order to meet …

The most important efforts that have been reported for the development of generic
satisfaction barometers during the last years refer to individual business organisations …

The paper gives a short introduction on the relationships between satisfaction drivers,
customer satisfaction, customer loyalty and economic success. Afterwards objectives, target …

Aggregate Customer Satisfaction Index (CSI) measures are becoming more and more
common as indicators of business performance in different industries, and are used for a …

In this article the ideas behind the European Customer Satisfaction Index are introduced.
The methodology is explained and various methods of estimation are discussed. The …

The paper presents the results of an extensive study on the determinants of customer
satisfaction for a retail bank. In doing so, it uses a revised version of the traditional analyses …