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| Author: | |
| Title: | The American customer satisfaction index: nature, purpose, and findings (Verbraucherforschung) |
| Journal: | Journal of Marketing
1996 : oOCT, VOL. 60:4, p. 7-18 |
| Index terms: | |
| Freeterms: | USA, KUNDE, KENNZAHL |
| Language: | eng |
| Abstract: | The American Customer Satisfaction Index (ACSI) is a new type of market-based performance measure. The authors discuss the nature and purpose of ACSI and explain the underlying theory. They illustrate the use of ACSI in conducting benchmarking studies. The findings show that customization is more important than reliability in determining customer satisfaction, customer expectations play a greater role in sectors in which variance in production and consumption is relatively low, and customer satisfaction is more quality driven than value or price driven. |
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