Customer Satisfaction
Concept: Customer Satisfaction
Definitions of Customer Satisfaction
| Definition | Type | Reference |
|---|---|---|
| The assessment from the firm's employees towards business performance related to their customer satisfaction over the past year and expectation for the following year. | Dependent | Vorhies & Morgan, 2005 |
Measurements of Customer Satisfaction
| Dimensions | Items | Anchors | Cronbach Alpha | Sample Size | Type | Items Included | Copyrighted | Reference |
|---|---|---|---|---|---|---|---|---|
| 4 | 7 | 0.91 | 230 | Adapted | Yes | No | Vorhies & Morgan, 2005 |
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