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What is Customer Satisfaction

Customer Satisfaction and Sustainability Initiatives in the Fourth Industrial Revolution
A measure of how products and services supplied by a company meet or surpass customer expectation.
Published in Chapter:
Millennial's Involvement in Corporate Social Responsibility
Eleonora Rapiti (University of Tuscia, Italy) and Cecilia Silvestri (University of Tuscia, Italy)
DOI: 10.4018/978-1-7998-1419-1.ch015
Abstract
Corporate Social Responsibility (CSR) has come to be regarded as a great strategic marketing tool and an important part of the business paradigm (Supanti and Butcher, 2019). Several authors (i.e. Choi and La, 2013) studied CSR as a driver of satisfaction and loyalty. This chapter focused on the behavior of Millennials to which CRS is an integral part of their lives. However, studies in the literature on this topic are limited. The chapter fills the gap of existing literature and increases knowledge on this issue by: (1) identifying, through factor analysis, the dimensions of CSR and (2) analyzing, through cluster analysis, the relationships between CSR and Customer Satisfaction (CS) and Customer Loyalty (CL) of different Millennials groups. The results show how the knowledge of the CSR conditions the behavior of millennials by helping to increase their level of satisfaction and loyalty.
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Examining the Value, Satisfaction, and Loyalty Relationship Under Online Framework Using PLS-ANN
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Customer Satisfaction and Retention at Fitness Centres Based on Website Quality and Service
A measurement that determines how happy customers are with a company's products, services, and capabilities.
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Evaluating the Benefits of Omnichannel Retail: A Systematic Literature Review Focused on Consumers
A measurement of how happy a client is in relationship with the experience with a brand or product.
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Facilitating Customer Relationship Management in Modern Business
The degree of satisfaction provided by the products or services of a company.
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Encouraging Supply Chain Networks and Customer Loyalty in Global Supply Chain
The degree of satisfaction provided by the goods or services of a company as measured by the number of repeat customers.
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A Novel Method for Calculating Customer Reviews Ratings
Is a marketing term that measures how products or services supplied by a company meet or surpass a customer's expectation.
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Constructing New Venues for Service Improvements Using the Architecture of Preventive Service Systems
The degree of perceived quality of services compared to the initial expectations of customers largely determines their satisfaction from the services that they acquire. Customer satisfaction can be evaluated via periodic customer surveys or through the activities of customers. For example, a satisfied customer may renew her contract with the service provider, while a dissatisfied customer may decide to discontinue her relations with the service provider.
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Beyond Digital Tools: A Transdisciplinary Approach to Healthcare
Is a term frequently used in marketing. It is a measure of how products and services supplied by a company meet or surpass customer expectation.
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A Study of Virtual Trial Room
Customer Satisfaction is usually used in marketing to measure how products and services supplied by a company meet or surpass customer expectation.
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Customer Lifetime Value
The degree of satisfaction provided by the products or services of a company.
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The Role of E-CRM in Building Customer Satisfaction and Repurchase Intention: Evidence From the FMCG Industry
The difference between customer expectations and customer receives from the usage of products or services.
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Electronic Word-of-Mouth in the Service Industry: An Empirical Analysis on Sharing Economy Services
A general consumers’ assessment about their experience with a product, service or brand that typically encompasses different dimensions of the experience itself.
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The Phenomenon of Value Co-Creation and Its Place in Air Transport
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The Digital Payment Service Automation Attributes Model: Empirical Evidence of Railway Public Transport
An emotional response by customers that results from a cognitive process of evaluating the service received from the sellers against the cost of obtaining that service.
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Customer Value, Brand Experience, and User Experience on Customer Satisfaction and Loyalty in Digital Streaming Services
Is a customer evaluation in the form of feeling happy or disappointed with the performance of streaming services in meeting customer needs and expectations.
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Satisfaction Measurement in Education
Customer satisfaction is the customer’s perception of the degree to which the customer’s requirements have been fulfilled where requirement means: “need or expectation that is stated, generally implied or obligatory”.
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The Structural Effects of Quality Management Control Systems on Organizational Performance
The condition customers experience when they receive the product or service in a manner which meets their expectations.
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Experiential Marketing and Practices: The Perspective of Customer Satisfaction and Loyalty
Means the level of meeting the benefits and expectations of consumers regarding a product or service. It has a major role for businesses to have a sustainable life.
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Ambient Encounters in Retail “Discounters”: How Store Environment Drives Customer Satisfaction
It is a measure of how products and services supplied by a company meet or exceed customers’ expectations. In addition, customer satisfaction could be understood as the overall happiness that the customer feels when using a company’s products or services.
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Customer Satisfaction on Social Media Marketing in Malaysian Hospitality Industry
Focus of customer satisfaction is on the reflection of the gap between the customers’ visualization of the anticipated product and the customers’ perception of the distributed product.
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Roadmap to Gaining Customer Satisfaction: A Case of Talian Darussalam
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Strengths of Online Travel Agencies From the Perspective of the Digital Tourist
Customer judgment or evaluation of the service offered comparing expectations. It is one of key marketing objectives of all market-oriented company. It involves customer experience with the service (purchase interaction).
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Automated Technology Integrations for Customer Satisfaction Assessment
A measure of the differences between customer expectation and actual experience after consuming the products and services delivered by a company.
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Mastering Customer Service, Customer Experience, and Customer Orientation in the Hospitality and Tourism Industry
The degree of satisfaction provided by the products or services of a company as measured by the number of repeat customers.
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Understanding Fluency and Friction in Customer Experience Management
Customer’s evaluation of a firm’s offering (product, service, experience) against a standard.
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The Effect of Online and Offline Brand Experience on Brand Equity
A marketing term that estimates how the products or services offered by the company meet or exceed the expectations of the customer
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Analysis of Online Hotel Reviews During the COVID-19 Pandemic Using Topic Modeling
It is the level of satisfaction with the services received after supplying the needs of the customer.
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The Importance of Customer Satisfaction and Customer Loyalty in the Service Sector
The degree of satisfaction provided by the products or services of a company as measured by the number of repeat customers.
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Attributes of an Effective Project Manager: The Case of European Operational Programs in the Public Sector
The consumer’s fulfillment response; it is a judgment that a product or service feature, or the product or service itself, provided (or is providing) a pleasurable level of consumption-related fulfillment, including levels of under- or over-fulfillment.
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Theme Park Experiences in the Tourism Industry
The feeling of pleasure or disappointment that results from the consumer comparing the actual/perceived performance of a product or service with their expectations before using the product.
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Agro-Tourism Customer Satisfaction Analysis Based on the Theory of Attractive Quality
The consumer’s response to the evaluation of the perceived discrepancy between prior expectations and the perceived performance of the product service.
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Customer Analytics Using Sentiment Analysis and Net Promoter Score
A measurement that determines how happy customers are with a company's products, services, and capabilities.
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The Affective Domain of E-Commerce
A term that measures how products and services offered by a company meet customer expectations.
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Analyzing the Relationship Between Corporate Social Responsibility and Sustainable Performance: Evidence From the Spanish Wine Sector
Customer satisfaction is a term often used in marketing. It is a measure of how well the products and services provided by a company meet or exceed customer expectations.
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Main Generators of the Electronic Word-of-Mouth in the Case of Hotels
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Explaining Consumer Behavior in the Hospitality Industry: CSR Associations and Corporate Image
Customer satisfaction measures how well the expectations of a customer concerning a product/service provided by a company have been met. Customer satisfaction is an abstract concept and involves such factors as the quality of the product/service provided, the atmosphere of the location where the product/service is purchased and the price of the product/service.
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Customer Store Loyalty: Process, Explanation Chain, and Moderating Factors
Customer’s fulfillment or gratification for buying or using a product or company.
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The Relationship Between Service Quality and Customer Satisfaction in the Airline Industry: A Meta-Analysis Study
Happiness-inducing judgments of consumers regarding their post-purchase consumption experiences.
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Gamification in Loyalty Programs: Impact on Intrinsic Motivation and Consumers' Needs for Competence and Relatedness
Measurement that determines how happy customers are with an organization's products, services, and capabilities.
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Assessing E-Services: Satisfaction and Repurchase Intentions Among Viewers of Video Streaming Services
Satisfaction is a pleasant emotion that follows an assessment of the perceived performance and the customer's expectations for the good or service (Kotler, 2014 AU69: The in-text citation "Kotler, 2014" is not in the reference list. Please correct the citation, add the reference to the list, or delete the citation. ).
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Impact of COVID-19 on Food Consumption and Marketing: A Behavioral Model Perspective
Customer satisfaction is a quality of measurement that determines how happy customers are with a company’s products, services, and capabilities.
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The Business Process Management Systems to Improve the Performance of Universities: Integrated Performance Plan
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Strategic Capabilities for the Sustainability of Small, Medium, and Micro Enterprises
Ability of a company to provide goods and services that meets the demand of customers in a competitive environment will lead to retention of customer and increased profitability.
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The Effect of Online and Offline Touchpoints on Customer Experience and Brand Performance: A Case of an Omnichannel Marketing Strategy in Egypt
is the degree of happiness that the customer feels, which results from the product or service's ability to meet the customer's desires, expectations, and needs ( Hellier et al., 2002 ).
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The Relationship Between Performance Measures and Overall Performance in the Manufacturing Environment
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E-Retailing Practices in Mobile Marketing: The Case of Getir Application
It is revealing the level of satisfaction and dissatisfaction with the sales and services of consumers, institutions through interaction and feedback. With the positive increase in the satisfaction of the consumers, loyalty situation arises. The loyalty status of the consumer is also one of the criteria of success and continuity in your business.
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When Customer Satisfaction Isn't Good Enough: The Role of Switching Incentives and Barriers Affecting Customer Behavior in Korean Mobile Communications Services
A customer’s overall perception of service quality, price, customer care and others indicating the level of satisfaction with a carrier.
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Service Failure and Recovery Strategy in Computer-Mediated Marketing Environments (CMMEs)
Signifies clients’ happiness with a product or service based on the difference between the expected and perceived performance of the product or service.
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Digital Marketing and Grocery Retailing Evidence From a Large Retailer in Italy and Belarus
The degree of satisfaction provided by the goods or services of a company.
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Customer Satisfaction With a Named Entity Recognition (NER) Store-Based Management System Using Computer-Mediated Communication
A term frequently used in marketing. It is a measure of how products and services supplied by a company meet or surpass customer expectation.
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Customer Loyalty in the Auction E-Service
The contentment of the consumer with deference to his/her previous purchase experiences with a specific organization.
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Investigation between the Quality Factors and Consumer Behaviour, through Customer Segmentation of a Shopping Centre: A Case Study
A particular feeling of enjoyment or disappointment deriving from the comparison between product/service performance and personal expectations. It arises from the comparison between expected and realized performance of a product/service.
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Promoting Service Quality and Customer Satisfaction in Global Business
The degree of satisfaction provided by the products or services of a company as measured by the number of repeat customers.
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Basic Model of CKM in Terms of Marketing Performance and Some Important Antecedents and Dimensions
The extent to which a product’s perceived performance matches a buyer’s expectations ( Kotler and Armstrong, 2008 ).
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Studying Customer Experience and Retention Using Applied Data Science and Artificial Intelligence
Sentiment perceived by the client when their expectations are satisfied or exceeded by the company.
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Impact of E-Commerce in B2B Physical Distribution: Diffusion of Innovations Perspective
This refers to the extent to which customers are happy with the services they obtain.
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Are You Monitoring My Performance or Bullying Me?: A Framework for Patient Orientation
The difference between the customer's expectation and perception of the service.
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Explaining Customer Loyalty to Retail Stores: A Moderated Explanation Chain of the Process
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When Consumers' Complaints Fall Into Public Domain: Negative e-WOM on Social Media
According to the disconfirmation paradigm, if the expectations of a customer about a service/brand is fulfilled when they experience such service/brand, then he/she will be satisfied.
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Similarities and Differences Between Word-of-Mouth and Electronic Word-of-Mouth
Comparison between the client expectations and the valuation subsequent to the enjoyment of the product.
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