National Customer Satisfaction Indices: A Critical Investigation from an Application Perspective

  • Ursula Hansen
  • Thorsten Hennig-Thurau
Part of the Focus Dienstleistungsmarketing book series (FDM)


The development of National Customer Satisfaction Indices (NCSIs) has recently become a central area of research in service management and marketing. Despite an considerable amount on scientific and societal discussion, a massive lack of meta-theoretical research in the area of NCSI development and usage exists. Based on the identification of several levels of NCSI based satisfaction compahsons the authors formulate a catalogue of general criteria which function as a frame of reference for the critical analysis and evaluation of NCSIs. With the American Customer Satisfaction Index and the German Customer Satisfaction Barometer, two wellknown indices are than evaluated with regard to the criteria previously worked out. Several proposals are generated corresponding to the results of the analysis, which can be used as a guideline for future improvements of NCSI methodology and usage.


Service Quality Customer Satisfaction Satisfaction Score Data Aggregation Health Insurance Company 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.


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Copyright information

© Springer Fachmedien Wiesbaden 1999

Authors and Affiliations

  • Ursula Hansen
  • Thorsten Hennig-Thurau

There are no affiliations available

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