Customer satisfaction and customer loyalty as predictors of future business potential

Jacob Eskildsen · Kai Kristensen

26 citations0/0 files storedTotal Quality Management & Business Excellence

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Customer Service Quality and Loyalty Service and Product Innovation Customer churn and segmentation

Abstract

This paper analyses the relationship between customer satisfaction, customer loyalty and the future business potential of existing customers. The data for the analysis come from the Danish Customer Satisfaction Index 2006. Here a total of approximately 2000 private customers evaluated their preferred property insurance provider. Based on theoretical considerations, six assumptions are developed and tested.

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References

1989Structural Equations with Latent Variables 1991Structural Equations with Latent Variables.1992A National Customer Satisfaction Barometer: The Swedish Experience 1996The American Customer Satisfaction Index: Nature, Purpose, and Findings 2001Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics 2003Customer repurchase intention 2001The evolution and future of national customer satisfaction index models 1998Why do customers switch? The dynamics of satisfaction versus loyalty

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2015Current and future use of management tools 2012Customer Satisfaction in Shopping Malls: An Empirical Study

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