Customer satisfaction and customer loyalty as predictors of future business potential

Jacob Kjær Eskildsen; Kai Kristensen

doi:10.1080/14783360802159501

Customer satisfaction and customer loyalty as predictors of future business potential

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Research output: Contribution to journal/Conference contribution in journal/Contribution to newspaper › Journal article › Research › peer-review

14 Citations (Scopus)

Abstract

This paper analyses the relationship between customer satisfaction, customer loyalty and the future business potential of existing customers. The data for the analysis come from the Danish Customer Satisfaction Index 2006. Here a total of approximately 2000 private customers evaluated their preferred property insurance provider. Based on theoretical considerations, six assumptions are developed and tested.

Original language	English
Journal	Total Quality Management & Business Excellence (Print Edition)
Volume	19
Issue	7-8
Pages (from-to)	843-853
Number of pages	11
ISSN	1478-3363
DOIs	https://doi.org/10.1080/14783360802159501
Publication status	Published - 2008

Keywords

EPSI rating
Customer satisfaction
Customer loyalty

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10.1080/14783360802159501

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title = "Customer satisfaction and customer loyalty as predictors of future business potential",

abstract = "This paper analyses the relationship between customer satisfaction, customer loyalty and the future business potential of existing customers. The data for the analysis come from the Danish Customer Satisfaction Index 2006. Here a total of approximately 2000 private customers evaluated their preferred property insurance provider. Based on theoretical considerations, six assumptions are developed and tested.",

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Customer satisfaction and customer loyalty as predictors of future business potential. / Eskildsen, Jacob Kjær; Kristensen, Kai.
In: Total Quality Management & Business Excellence (Print Edition), Vol. 19, No. 7-8, 2008, p. 843-853.

Research output: Contribution to journal/Conference contribution in journal/Contribution to newspaper › Journal article › Research › peer-review

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AU - Kristensen, Kai

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AB - This paper analyses the relationship between customer satisfaction, customer loyalty and the future business potential of existing customers. The data for the analysis come from the Danish Customer Satisfaction Index 2006. Here a total of approximately 2000 private customers evaluated their preferred property insurance provider. Based on theoretical considerations, six assumptions are developed and tested.

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KW - Kundeloyalitet

KW - EPSI rating

KW - Customer satisfaction

KW - Customer loyalty

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DO - 10.1080/14783360802159501

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Customer satisfaction and customer loyalty as predictors of future business potential

Abstract

Keywords

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