The relationship between SERVQUAL, national customer satisfaction indices & consumer sentiment

Kai Kristensen; Jacob Kjær Eskildsen

The relationship between SERVQUAL, national customer satisfaction indices & consumer sentiment

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

Abstract

The focus of this study is to integrate SERVQUAL with a national customer satisfaction index in this context the EPSI Rating framework and explore the possible relationship with consumer sentiment measures. The data for this study comes from the Danish Customer Satisfaction Index 2007. Here app. 1700 customers have evaluated their preferred bank. The questionnaire consists of two parts: the basic EPSI statement as well as 15 statements covering the 5 dimensions from SERVQUAL. Furthermore the respondents answered two questions related to consumer sentiment. The results show that both SERVQUAL and Consumer Sentiment will be valuable additions to the EPSI Rating framework.

Original language	English
Title of host publication	Proceedings of the MAAOE Conference 2008
Number of pages	14
Publication date	2008
Pages	111-124
Publication status	Published - 2008
Event	MAAOE 2008 - Aarhus, Denmark Duration: 13 Oct 2008 → 16 Oct 2008 Conference number: VII

Conference

Conference	MAAOE 2008
Number	VII
Country/Territory	Denmark
City	Aarhus
Period	13/10/2008 → 16/10/2008

Keywords

EPSI Rating
SERVQUAL
Consumer sentiment

Access to Document

http://www.asb.dk/fileexplorer/fetchfile.aspx?file=6733

Cite this

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title = "The relationship between SERVQUAL, national customer satisfaction indices & consumer sentiment",

abstract = "The focus of this study is to integrate SERVQUAL with a national customer satisfaction index in this context the EPSI Rating framework and explore the possible relationship with consumer sentiment measures. The data for this study comes from the Danish Customer Satisfaction Index 2007. Here app. 1700 customers have evaluated their preferred bank. The questionnaire consists of two parts: the basic EPSI statement as well as 15 statements covering the 5 dimensions from SERVQUAL. Furthermore the respondents answered two questions related to consumer sentiment. The results show that both SERVQUAL and Consumer Sentiment will be valuable additions to the EPSI Rating framework.",

keywords = "EPSI Rating, SERVQUAL, Consumer sentiment",

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

note = "Artikel findes i ringbind p{\aa} l{\ae}sesalen: Research@asb 2008. Article is available in printa at ASB Library.; MAAOE 2008 ; Conference date: 13-10-2008 Through 16-10-2008",

year = "2008",

language = "English",

pages = "111--124",

booktitle = "Proceedings of the MAAOE Conference 2008",

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AU - Kristensen, Kai

AU - Eskildsen, Jacob Kjær

N1 - Conference code: VII

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 and explore the possible relationship with consumer sentiment measures. The data for this study comes from the Danish Customer Satisfaction Index 2007. Here app. 1700 customers have evaluated their preferred bank. The questionnaire consists of two parts: the basic EPSI statement as well as 15 statements covering the 5 dimensions from SERVQUAL. Furthermore the respondents answered two questions related to consumer sentiment. The results show that both SERVQUAL and Consumer Sentiment will be valuable additions to the EPSI Rating framework.

AB - The focus of this study is to integrate SERVQUAL with a national customer satisfaction index in this context the EPSI Rating framework and explore the possible relationship with consumer sentiment measures. The data for this study comes from the Danish Customer Satisfaction Index 2007. Here app. 1700 customers have evaluated their preferred bank. The questionnaire consists of two parts: the basic EPSI statement as well as 15 statements covering the 5 dimensions from SERVQUAL. Furthermore the respondents answered two questions related to consumer sentiment. The results show that both SERVQUAL and Consumer Sentiment will be valuable additions to the EPSI Rating framework.

KW - EPSI Rating

KW - SERVQUAL

KW - Consumer sentiment

M3 - Article in proceedings

SP - 111

EP - 124

BT - Proceedings of the MAAOE Conference 2008

T2 - MAAOE 2008

Y2 - 13 October 2008 through 16 October 2008

ER -

The relationship between SERVQUAL, national customer satisfaction indices & consumer sentiment

Abstract

Conference

Keywords

Access to Document

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Cite this