Measuring customer satisfaction : evidence from Hong Kong retail banking industry
Total Quality Management
Recent research has shown the value of using a uniform system such as the American Customer Satisfaction Index model or the European Satisfaction Performance Index model for national customer satisfaction measurement and management. This paper reviews the relationships of latent constructs specified in these popular national customer satisfaction measurement and management systems and concludes that the relationships specified in existing national customer satisfaction systems are far from conclusive. This paper therefore attempts to extend the current understanding of customer satisfaction and customer loyalty at a retail level in an industry-specific context. The adopted Kanji Customer Satisfaction Index was selected and tested with the data of 450 customers of retail banks in Hong Kong. Finally, findings and implications are discussed.
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