Customer Satisfaction and Customer Loyalty as Predictors of Future Business Potential

Jacob Kjær Eskildsen; Kai Kristensen

Customer Satisfaction and Customer Loyalty as Predictors of Future Business Potential

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Research output: Contribution to book/anthology/report/proceeding › Article in proceedings › Research › peer-review

Abstract

This paper analyzes the relationship between customer satisfaction, customer loyalty and the future business potential of existing customers. The data for the analysis comes from the Danish Customer Satisfaction Index 2006. Here a total of app. 2000 private customers evaluated their preferred property insurance provider. Based on theoretical considerations 6 assumptions are developed and tested.

Original language	English
Title of host publication	Proceedings from the 12th World Congress for Total Quality Management
Editors	Gopal Kanji
Number of pages	14
Publication date	2007
Publication status	Published - 2007
Event	12th World Congress for Total Quality Management - , United Kingdom Duration: 27 Sept 2007 → 28 Sept 2007 Conference number: 12

Conference

Conference	12th World Congress for Total Quality Management
Number	12
Country/Territory	United Kingdom
Period	27/09/2007 → 28/09/2007

Keywords

EPSI Rating
Customer satisfaction
Customer loyalty

Cite this

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title = "Customer Satisfaction and Customer Loyalty as Predictors of Future Business Potential",

abstract = "This paper analyzes the relationship between customer satisfaction, customer loyalty and the future business potential of existing customers. The data for the analysis comes from the Danish Customer Satisfaction Index 2006. Here a total of app. 2000 private customers evaluated their preferred property insurance provider. Based on theoretical considerations 6 assumptions are developed and tested.",

keywords = "Kundetilfredshed, Kundeloyalitet, EPSI Rating, Customer satisfaction, Customer loyalty",

author = "Eskildsen, {Jacob Kj{\ae}r} and Kai Kristensen",

year = "2007",

language = "English",

editor = "Gopal Kanji",

booktitle = "Proceedings from the 12th World Congress for Total Quality Management",

note = "12th World Congress for Total Quality Management ; Conference date: 27-09-2007 Through 28-09-2007",

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T1 - Customer Satisfaction and Customer Loyalty as Predictors of Future Business Potential

AU - Eskildsen, Jacob Kjær

AU - Kristensen, Kai

N1 - Conference code: 12

PY - 2007

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N2 - This paper analyzes the relationship between customer satisfaction, customer loyalty and the future business potential of existing customers. The data for the analysis comes from the Danish Customer Satisfaction Index 2006. Here a total of app. 2000 private customers evaluated their preferred property insurance provider. Based on theoretical considerations 6 assumptions are developed and tested.

AB - This paper analyzes the relationship between customer satisfaction, customer loyalty and the future business potential of existing customers. The data for the analysis comes from the Danish Customer Satisfaction Index 2006. Here a total of app. 2000 private customers evaluated their preferred property insurance provider. Based on theoretical considerations 6 assumptions are developed and tested.

KW - Kundetilfredshed

KW - Kundeloyalitet

KW - EPSI Rating

KW - Customer satisfaction

KW - Customer loyalty

M3 - Article in proceedings

BT - Proceedings from the 12th World Congress for Total Quality Management

A2 - Kanji, Gopal

T2 - 12th World Congress for Total Quality Management

Y2 - 27 September 2007 through 28 September 2007

ER -

Customer Satisfaction and Customer Loyalty as Predictors of Future Business Potential

Abstract

Conference

Keywords

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Cite this