The Drivers of Customer Satisfaction and Loyalty. The Case of Denmark 2000–2002

Jacob Eskildsen · Kai Kristensen · Hans Jørn Juhl · Peder Østergaard

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Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Customer churn and segmentation

Abstract

This paper analyses the time dependency as well as industry differences of the drivers of customer satisfaction and customer loyalty in the EPSI rating framework. The analysis is carried out on data from Danish mobile phone companies, banks and supermarkets from 2000 to 2002. The analyses indicated that the model structure of the EPSI Rating framework is stable across industries as well as stable across time with respect to the overall effects on customer loyalty. The analyses furthermore revealed that there is an increasing effect of image on customer satisfaction over the three year time span and that service quality is more important for banks than for supermarkets. Finally the overall effect of expectation turned out to be insignificant.

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References

1992A National Customer Satisfaction Barometer: The Swedish Experience 1996The American Customer Satisfaction Index: Nature, Purpose, and Findings 2000Customer satisfaction with services: putting perceived value into the equation 2001Corporate image and corporate reputation in customers’ retention decisions in services 2001The evolution and future of national customer satisfaction index models 2000A Longitudinal Analysis of Satisfaction and Profitability 2000The effects of satisfaction and loyalty on profits and growth: Products versus services 1999Overall job satisfaction: how good are single versus multiple‐item measures?

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