Preference clustering in customer satisfaction measurement

Jacob Kjær Eskildsen; Kai Kristensen

Preference clustering in customer satisfaction measurement

Value of Intangibles

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

Abstract

The scope of this paper is to analyze whether or not segments with different customer preferences and customer satisfaction can be identified. This analysis is based on customer satisfaction data from the Danish banking industry from the years 2004 and 2005. The analysis showed that the preference structures in the segments are not the same for large and small banks indicating that these banks operate under slightly different market conditions.

Original language	English
Title of host publication	Performance Measurement and Management 2006: Public and Private : Papers from the Fifth International Conference on Performance Measurement and Management
Editors	Andy Neely, Mike Kennerley, Angela Walters
Number of pages	8
Publisher	Cranfield School of Management
Publication date	2006
Pages	241-248
Publication status	Published - 2006
Event	Performance Measurement and Management 2006: Public and Private - London, UK Duration: 25 Jul 2006 → 28 Jul 2006

Conference

Conference	Performance Measurement and Management 2006: Public and Private
City	London, UK
Period	25/07/2006 → 28/07/2006

Keywords

Customer satisfaction

Cite this

@inproceedings{eed9ee90796111dbb6d2000ea68e967b,

title = "Preference clustering in customer satisfaction measurement",

abstract = "The scope of this paper is to analyze whether or not segments with different customer preferences and customer satisfaction can be identified. This analysis is based on customer satisfaction data from the Danish banking industry from the years 2004 and 2005. The analysis showed that the preference structures in the segments are not the same for large and small banks indicating that these banks operate under slightly different market conditions.",

keywords = "Kundetilfredshed, Customer satisfaction",

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

year = "2006",

language = "English",

pages = "241--248",

editor = "Andy Neely and Mike Kennerley and Angela Walters",

booktitle = "Performance Measurement and Management 2006: Public and Private",

publisher = "Cranfield School of Management",

address = "United Kingdom",

note = "Performance Measurement and Management 2006: Public and Private ; Conference date: 25-07-2006 Through 28-07-2006",

}

Eskildsen, JK & Kristensen, K 2006, Preference clustering in customer satisfaction measurement. in A Neely, M Kennerley & A Walters (eds), Performance Measurement and Management 2006: Public and Private: Papers from the Fifth International Conference on Performance Measurement and Management. Cranfield School of Management, pp. 241-248, Performance Measurement and Management 2006: Public and Private, London, UK, 25/07/2006.

Preference clustering in customer satisfaction measurement. / Eskildsen, Jacob Kjær; Kristensen, Kai.
Performance Measurement and Management 2006: Public and Private: Papers from the Fifth International Conference on Performance Measurement and Management. ed. / Andy Neely; Mike Kennerley; Angela Walters. Cranfield School of Management, 2006. p. 241-248.

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

TY - GEN

T1 - Preference clustering in customer satisfaction measurement

AU - Eskildsen, Jacob Kjær

AU - Kristensen, Kai

PY - 2006

Y1 - 2006

N2 - The scope of this paper is to analyze whether or not segments with different customer preferences and customer satisfaction can be identified. This analysis is based on customer satisfaction data from the Danish banking industry from the years 2004 and 2005. The analysis showed that the preference structures in the segments are not the same for large and small banks indicating that these banks operate under slightly different market conditions.

AB - The scope of this paper is to analyze whether or not segments with different customer preferences and customer satisfaction can be identified. This analysis is based on customer satisfaction data from the Danish banking industry from the years 2004 and 2005. The analysis showed that the preference structures in the segments are not the same for large and small banks indicating that these banks operate under slightly different market conditions.

KW - Kundetilfredshed

KW - Customer satisfaction

M3 - Article in proceedings

SP - 241

EP - 248

BT - Performance Measurement and Management 2006: Public and Private

A2 - Neely, Andy

A2 - Kennerley, Mike

A2 - Walters, Angela

PB - Cranfield School of Management

T2 - Performance Measurement and Management 2006: Public and Private

Y2 - 25 July 2006 through 28 July 2006

ER -

Preference clustering in customer satisfaction measurement

Abstract

Conference

Keywords

Fingerprint

Cite this