Customer satisfaction: A meta-analysis of the empirical evidence View Full Text


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Article Info

DATE

2001-12

AUTHORS

David M. Szymanski, David H. Henard

ABSTRACT

The growing number of academic studies on customer satisfaction and the mixed findings they report complicate efforts among managers and academics to identify the antecedents to, and outcomes of, businesses having more-versus less-satisfied customers. These mixed findings and the growing emphasis by managers on having satisfied customers point to the value of empirically synthesizing the evidence on customer satisfaction to assess current knowledge. To this end, the authors conduct a meta-analysis of the reported findings on customer satisfaction. They document that equity and disconfirmation are most strongly related to customer satisfaction on average. They also find that measurement and method factors that characterize the research often moderate relationship strength between satisfaction and its antecedents and outcomes. The authors discuss the implications surrounding these effects and offer several directions for future research. More... »

PAGES

16

References to SciGraph publications

  • 1991-06. Understanding the structure of consumers’ satisfaction evaluations of service delivery in JOURNAL OF THE ACADEMY OF MARKETING SCIENCE
  • 1989-09. An exploration of client satisfaction in a nonprofit context in JOURNAL OF THE ACADEMY OF MARKETING SCIENCE
  • 1993-06. A desires congruency model of consumer satisfaction in JOURNAL OF THE ACADEMY OF MARKETING SCIENCE
  • 1994-03. Multisource effects on the satisfaction formation process in JOURNAL OF THE ACADEMY OF MARKETING SCIENCE
  • 1984-09. Validity and reliability of the confirmation of expectations paradigm as a determinant of consumer satisfaction in JOURNAL OF THE ACADEMY OF MARKETING SCIENCE
  • 1984-06. The role of expectations in the determination of consumer satisfaction in JOURNAL OF THE ACADEMY OF MARKETING SCIENCE
  • 1980-09. Consumer satisfaction as a function of personal competence/efficacy in JOURNAL OF THE ACADEMY OF MARKETING SCIENCE
  • 1993-12. The nature and determinants of customer expectations of service in JOURNAL OF THE ACADEMY OF MARKETING SCIENCE
  • Identifiers

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    http://scigraph.springernature.com/pub.10.1177/0092070301291002

    DOI

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