Customer Satisfaction

Concept: Customer Satisfaction

Definitions of Customer Satisfaction

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