Expectations, perceived performance, and customer satisfaction for a complex service: the case of bank loans

Article Abstract:

The intagibility of bank loans as compared to other products and services renders the frequently used customer satisfaction models inapplicable. Since the process involves several bank personnel, is complex and does not involve the customer directly, customer expectations are weak. To measure customer satisfaction in this type of service, an aggregate measures of performance expectations and perceived performance from the Swedish Customer Satisfaction Barometer was used. This shifted the focus from customer satisfaction to service performance.

Models, Evaluation, Surveys, Customer service, Employee performance appraisals, Performance appraisals, Performance standards, Job performance standards

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Compatibility effects in evaluations of satisfaction and loyalty

Article Abstract:

A research study to understand the difference between satisfaction and loyalty based on the nature of the prediction - decision inconsistency is presented. Here satisfaction is as a consumption/experience utility and loyalty as a decision utility is assumed.

United States, Science & research, Research, Job satisfaction, Employee loyalty

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The evolution and future of national customer satisfaction index models

Article Abstract:

Research developing and testing improvements to the national index models used to measure customer satisfaction degrees is presented. Particular attention is given to the application of survey data supplied by the Norwegian Customer Satisfaction Barometer.

Measurement

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