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What is Customer Satisfaction

Chapter 15
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)
Copyright: © 2020 |Pages: 28
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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Chapter 154
Examining the Value, Satisfaction, and Loyalty Relationship Under Online Framework Using PLS-ANN
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Chapter 12
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.
Published in Chapter: Customer Satisfaction and Retention at Fitness Centres Based on Website Quality and Service; From: Handbook of Research on AI and Knowledge Engineering for Real-Time Business Intelligence
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Chapter 10
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.
Published in Chapter: Evaluating the Benefits of Omnichannel Retail: A Systematic Literature Review Focused on Consumers; From: Sales Management for Improved Organizational Competitiveness and Performance
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Chapter 138
Facilitating Customer Relationship Management in Modern Business
The degree of satisfaction provided by the products or services of a company.
Published in Chapter: Facilitating Customer Relationship Management in Modern Business; From: Encyclopedia of Information Science and Technology, Fourth Edition
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Chapter 6
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.
Published in Chapter: Encouraging Supply Chain Networks and Customer Loyalty in Global Supply Chain; From: Handbook of Research on Strategic Supply Chain Management in the Retail Industry
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Chapter 20
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.
Published in Chapter: A Novel Method for Calculating Customer Reviews Ratings; From: Handbook of Research on Contemporary Perspectives on Web-Based Systems
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Chapter 696
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.
Published in Chapter: Constructing New Venues for Service Improvements Using the Architecture of Preventive Service Systems; From: Encyclopedia of Information Science and Technology, Third Edition
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Chapter 10
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.
Published in Chapter: Beyond Digital Tools: A Transdisciplinary Approach to Healthcare; From: Handbook of Research on Transdisciplinary Knowledge Generation
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Chapter 19
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.
Published in Chapter: A Study of Virtual Trial Room; From: Handbook of Research on Strategic Supply Chain Management in the Retail Industry
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Chapter 137
Customer Lifetime Value
The degree of satisfaction provided by the products or services of a company.
Published in Chapter: Customer Lifetime Value; From: Encyclopedia of Information Science and Technology, Fourth Edition
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Chapter 6
Evolving the Private Label Role in the Retailer-Customer Relationship: Antecedents and Impact of Premium Private Labels on Customer Loyalty to the Retailer
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Chapter 2
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.
Published in Chapter: The Role of E-CRM in Building Customer Satisfaction and Repurchase Intention: Evidence From the FMCG Industry; From: Building a Brand Image Through Electronic Customer Relationship Management
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Chapter 11
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.
Published in Chapter: Electronic Word-of-Mouth in the Service Industry: An Empirical Analysis on Sharing Economy Services; From: Exploring the Power of Electronic Word-of-Mouth in the Services Industry
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Chapter 4
Service Innovation for Customer Engagement in the Italian Banking Sector: A Case Study
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Chapter 8
The Phenomenon of Value Co-Creation and Its Place in Air Transport
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Chapter 4
Entrepreneurship Embedding Social Network Capability as Best Practice for Small Firms: Some Evidence From a Small Sportswear Retailer in Italy
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Chapter 8
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.
Published in Chapter: The Digital Payment Service Automation Attributes Model: Empirical Evidence of Railway Public Transport; From: Handbook of Research on Big Data, Green Growth, and Technology Disruption in Asian Companies and Societies
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Chapter 11
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.
Published in Chapter: Customer Value, Brand Experience, and User Experience on Customer Satisfaction and Loyalty in Digital Streaming Services; From: Handbook of Research on Smart Management for Digital Transformation
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Chapter 22
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”.
Published in Chapter: Satisfaction Measurement in Education; From: Handbook of Research on E-Learning Standards and Interoperability: Frameworks and Issues
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Chapter 23
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.
Published in Chapter: The Structural Effects of Quality Management Control Systems on Organizational Performance; From: Handbook of Research on Developing Sustainable Value in Economics, Finance, and Marketing
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Chapter 8
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.
Published in Chapter: Experiential Marketing and Practices: The Perspective of Customer Satisfaction and Loyalty; From: Handbook of Research on Interdisciplinary Reflections of Contemporary Experiential Marketing Practices
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Chapter 1
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.
Published in Chapter: Ambient Encounters in Retail “Discounters”: How Store Environment Drives Customer Satisfaction; From: Emotional, Sensory, and Social Dimensions of Consumer Buying Behavior
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Chapter 14
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.
Published in Chapter: Customer Satisfaction on Social Media Marketing in Malaysian Hospitality Industry; From: Impact of Globalization and Advanced Technologies on Online Business Models
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Chapter 17
Roadmap to Gaining Customer Satisfaction: A Case of Talian Darussalam
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Chapter 10
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).
Published in Chapter: Strengths of Online Travel Agencies From the Perspective of the Digital Tourist; From: Predicting Trends and Building Strategies for Consumer Engagement in Retail Environments
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Chapter 27
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.
Published in Chapter: Automated Technology Integrations for Customer Satisfaction Assessment; From: Handbook of Research on Managing and Influencing Consumer Behavior
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Chapter 5
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.
Published in Chapter: Mastering Customer Service, Customer Experience, and Customer Orientation in the Hospitality and Tourism Industry; From: Handbook of Research on Holistic Optimization Techniques in the Hospitality, Tourism, and Travel Industry
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Chapter 5
Understanding Fluency and Friction in Customer Experience Management
Customer’s evaluation of a firm’s offering (product, service, experience) against a standard.
Published in Chapter: Understanding Fluency and Friction in Customer Experience Management; From: Predicting Trends and Building Strategies for Consumer Engagement in Retail Environments
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Chapter 9
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
Published in Chapter: The Effect of Online and Offline Brand Experience on Brand Equity; From: Marketing and Advertising in the Online-to-Offline (O2O) World
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Chapter 23
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.
Published in Chapter: Analysis of Online Hotel Reviews During the COVID-19 Pandemic Using Topic Modeling; From: Handbook of Research on the Impacts and Implications of COVID-19 on the Tourism Industry
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Chapter 4
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.
Published in Chapter: The Importance of Customer Satisfaction and Customer Loyalty in the Service Sector; From: Handbook of Research on Strategic Alliances and Value Co-Creation in the Service Industry
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Chapter 7
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.
Published in Chapter: Attributes of an Effective Project Manager: The Case of European Operational Programs in the Public Sector; From: Financial Evaluation and Risk Management of Infrastructure Projects
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Chapter 13
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.
Published in Chapter: Theme Park Experiences in the Tourism Industry; From: Handbook of Research on Interdisciplinary Reflections of Contemporary Experiential Marketing Practices
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Chapter 15
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.
Published in Chapter: Agro-Tourism Customer Satisfaction Analysis Based on the Theory of Attractive Quality; From: Interdisciplinary Perspectives on Operations Management and Service Evaluation
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Chapter 62
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.
Published in Chapter: Customer Analytics Using Sentiment Analysis and Net Promoter Score; From: Encyclopedia of Data Science and Machine Learning
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Chapter 3
Satisfying Customers Through Premium Private Labels: Identifying Drivers of Customer Loyalty to the Retailer
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Chapter 4
The Affective Domain of E-Commerce
A term that measures how products and services offered by a company meet customer expectations.
Published in Chapter: The Affective Domain of E-Commerce; From: Advanced MIS and Digital Transformation for Increased Creativity and Innovation in Business
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Chapter 1
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.
Published in Chapter: Analyzing the Relationship Between Corporate Social Responsibility and Sustainable Performance: Evidence From the Spanish Wine Sector; From: New Perspectives and Possibilities in Strategic Management in the 21st Century: Between Tradition and Modernity
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Chapter 16
Main Generators of the Electronic Word-of-Mouth in the Case of Hotels
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Chapter 25
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.
Published in Chapter: Explaining Consumer Behavior in the Hospitality Industry: CSR Associations and Corporate Image; From: Handbook of Research on Global Hospitality and Tourism Management
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Chapter 5
Customer Store Loyalty: Process, Explanation Chain, and Moderating Factors
Customer’s fulfillment or gratification for buying or using a product or company.
Published in Chapter: Customer Store Loyalty: Process, Explanation Chain, and Moderating Factors; From: Handbook of Research on Retailer-Consumer Relationship Development
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Chapter 11
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.
Published in Chapter: The Relationship Between Service Quality and Customer Satisfaction in the Airline Industry: A Meta-Analysis Study; From: Measuring Consumer Behavior in Hospitality for Enhanced Decision Making
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Chapter 7
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.
Published in Chapter: Gamification in Loyalty Programs: Impact on Intrinsic Motivation and Consumers' Needs for Competence and Relatedness; From: Promoting Organizational Performance Through 5G and Agile Marketing
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Chapter 8
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. ).
Published in Chapter: Assessing E-Services: Satisfaction and Repurchase Intentions Among Viewers of Video Streaming Services; From: Multidisciplinary Perspectives Towards Building a Digitally Competent Society
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Chapter 4
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.
Published in Chapter: Impact of COVID-19 on Food Consumption and Marketing: A Behavioral Model Perspective; From: Handbook of Research on Emerging Business Models and the New World Economic Order
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Chapter 3
The Business Process Management Systems to Improve the Performance of Universities: Integrated Performance Plan
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Chapter 2
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.
Published in Chapter: Strategic Capabilities for the Sustainability of Small, Medium, and Micro Enterprises; From: Reshaping Entrepreneurship Education With Strategy and Innovation
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Chapter 7
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 ).
Published in Chapter: The Effect of Online and Offline Touchpoints on Customer Experience and Brand Performance: A Case of an Omnichannel Marketing Strategy in Egypt; From: Marketing and Advertising in the Online-to-Offline (O2O) World
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Chapter 27
The Relationship Between Performance Measures and Overall Performance in the Manufacturing Environment
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Chapter 8
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.
Published in Chapter: E-Retailing Practices in Mobile Marketing: The Case of Getir Application; From: Tools and Techniques for Implementing International E-Trading Tactics for Competitive Advantage
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Chapter 22
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.
Published in Chapter: When Customer Satisfaction Isn't Good Enough: The Role of Switching Incentives and Barriers Affecting Customer Behavior in Korean Mobile Communications Services; From: Handbook of Research on Telecommunications Planning and Management for Business
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Chapter 8
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.
Published in Chapter: Service Failure and Recovery Strategy in Computer-Mediated Marketing Environments (CMMEs); From: Leveraging Computer-Mediated Marketing Environments
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Chapter 10
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.
Published in Chapter: Digital Marketing and Grocery Retailing Evidence From a Large Retailer in Italy and Belarus; From: Global Campaigning Initiatives for Socio-Economic Development
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Chapter 13
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.
Published in Chapter: Customer Satisfaction With a Named Entity Recognition (NER) Store-Based Management System Using Computer-Mediated Communication; From: Multidisciplinary Applications of Computer-Mediated Communication
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Chapter 110
Customer Loyalty in the Auction E-Service
The contentment of the consumer with deference to his/her previous purchase experiences with a specific organization.
Published in Chapter: Customer Loyalty in the Auction E-Service; From: Encyclopedia of E-Commerce Development, Implementation, and Management
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Chapter 11
The Culture on the Palm of Your Hand: How to Design a User Oriented Mobile App for Museums
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Chapter 1
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.
Published in Chapter: Investigation between the Quality Factors and Consumer Behaviour, through Customer Segmentation of a Shopping Centre: A Case Study; From: Handbook of Research on Promotional Strategies and Consumer Influence in the Service Sector
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Chapter 15
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.
Published in Chapter: Promoting Service Quality and Customer Satisfaction in Global Business; From: Handbook of Research on Promotional Strategies and Consumer Influence in the Service Sector
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Chapter 6
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 ).
Published in Chapter: Basic Model of CKM in Terms of Marketing Performance and Some Important Antecedents and Dimensions; From: Handbook of Research on Managing and Influencing Consumer Behavior
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Chapter 9
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.
Published in Chapter: Studying Customer Experience and Retention Using Applied Data Science and Artificial Intelligence; From: Handbook of Research on Applied Data Science and Artificial Intelligence in Business and Industry
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Chapter 162
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.
Published in Chapter: Impact of E-Commerce in B2B Physical Distribution: Diffusion of Innovations Perspective; From: Encyclopedia of E-Commerce Development, Implementation, and Management
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Chapter 3
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.
Published in Chapter: Are You Monitoring My Performance or Bullying Me?: A Framework for Patient Orientation; From: Workplace Cyberbullying and Behavior in Health Professions
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Chapter 2
Explaining Customer Loyalty to Retail Stores: A Moderated Explanation Chain of the Process
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Chapter 8
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.
Published in Chapter: When Consumers' Complaints Fall Into Public Domain: Negative e-WOM on Social Media; From: Exploring the Power of Electronic Word-of-Mouth in the Services Industry
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Chapter 111
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.
Published in Chapter: Similarities and Differences Between Word-of-Mouth and Electronic Word-of-Mouth; From: Encyclopedia of Organizational Knowledge, Administration, and Technology
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