Customer Satisfaction

Concept: Customer Satisfaction

Definitions of Customer Satisfaction

DefinitionTypeReference
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.DependentVorhies & Morgan, 2005

Measurements of Customer Satisfaction

DimensionsItemsAnchorsCronbach AlphaSample SizeTypeItems IncludedCopyrightedReference
4 7 0.91 230 Adapted Yes No Vorhies & Morgan, 2005