Integrating SERVQUAL with national customer satisfaction indices

TY - GEN

T1 - Integrating SERVQUAL with national customer satisfaction indices

AU - Kristensen, Kai

AU - Eskildsen, Jacob Kjær

PY - 2008

Y1 - 2008

N2 - The focus of this study is to integrate SERVQUAL with a national customer satisfaction index in this context the EPSI Rating framework. The data for this study comes from the Danish Customer Satisfaction Index 2007. Here app. 1700 customers have evaluated there preferred bank. The questionnaire consists of two parts: the basic EPSI statement as well as 15 statements covering the 5 dimension from SERVQUAL. The results show that the importance of the 5 dimensions differs substantially among the different companies and that there is a clear link to overall satisfaction.

AB - The focus of this study is to integrate SERVQUAL with a national customer satisfaction index in this context the EPSI Rating framework. The data for this study comes from the Danish Customer Satisfaction Index 2007. Here app. 1700 customers have evaluated there preferred bank. The questionnaire consists of two parts: the basic EPSI statement as well as 15 statements covering the 5 dimension from SERVQUAL. The results show that the importance of the 5 dimensions differs substantially among the different companies and that there is a clear link to overall satisfaction.

KW - EPSI Rating

KW - SERVQUAL

M3 - Article in proceedings

SN - 962-86107-9-1-13

SP - 123

EP - 124

BT - Innovation for Competitiveness: Proceedings of the 13th International Conference on ISO 9000 & TQM

A2 - Ho, Samuel K. M.

T2 - 13th International Conference on ISO 9000 & TQM

Y2 - 24 March 2008 through 26 March 2008

ER -