Advertisement

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

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

Abstract

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.

Keywords

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.

Preview

Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.

References

  1. Anderson, E.W. (1993): Firm, Industry and National Indices of Customer Satisfaction. Implications for Services, in: Advances in Services Marketing and Management, Vol. 2, pp. 87–108.Google Scholar
  2. Anderson, E.W./Fornell, C./Rust, R.T. (1997): Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services, in: Marketing Science, Vol. 1, No. 2, pp. 129–147.Google Scholar
  3. ASQ (1998): American Society for Quality, National Economy-Sectors and Industries, http://www.asq.org/graphics/fig2a.gif, 17.09.98.Google Scholar
  4. Bauer, H.H. (1989): Marktabgrenzung, Berlin.Google Scholar
  5. Berekoven, L./Eckert, W./Ellenrieder, P. (1991): Marktforschung: Methodische Grundlagen und praktische Anwendung, 5. Aufl., Wiesbaden.Google Scholar
  6. Bitner, M.J./Hubbert, A.R. (1994): Encounter Satisfaction Versus Overall Satisfaction Versus Quality: The Customer’s Voice, in: Rust, R.T./Oliver, R.L. (eds.): Service Quality: New Directions in Theory and Practice, Thousand Oaks, pp. 72–94.CrossRefGoogle Scholar
  7. Böhler, H. (1992): Marktforschung, 2nd ed., Stuttgart u. a.Google Scholar
  8. Bolton, R.N./Drew, J.H. (1991): A Multistage Model of Customer’s Assessments of Service Quality and Value, in: Journal of Consumer Research, Vol. 17, No. 3, pp. 375–384.Google Scholar
  9. Bolton, R.N./Drew, J.H. (1994): Linking Customer Satisfaction to Service Operations and Outcomes, in: Rust, R.T./Oliver, R.L. (eds.): Service Quality: New Directions in Theory and Practice, Thousand Oaks, pp. 173–200.CrossRefGoogle Scholar
  10. Churchill, G.A. Jr. (1979): A Paradigm for Developing Better Measures of Marketing Constructs, in: Journal of Marketing Research, Vol. 16, No. 1, pp. 64–73.Google Scholar
  11. Dabholkar, P.A. (1993): Customer Satisfaction and Service Quality: Two Constructs or One?, in: Cravens, D.W./Dickson, P. (eds.): 1993 AMA Educators’ Proceedings, Chicago, pp. 10–18.Google Scholar
  12. Day, G.S./Shocker, A.D./Srivastava, R.K. (1979): Customer-Oriented Approaches to Identifying Product-Markets, in: Journal of Marketing, Vol. 43, No. 3, pp. 8–19.Google Scholar
  13. DKB (1998a): Das Ranking der Globalzufriedenheit 1997, http://www.postag.de/kundenbarometer/dkb_anking97.html, 15.03.1998.Google Scholar
  14. DKB (1998b): Was ist das Deutsche Kundenbarometer?, http://www.postag.de/kundenbarometer/dkb_was97.html, 10.09.1998.Google Scholar
  15. Forneil, C. (1992): A National Customer Satisfaction Barometer: The Swedish Experience, in: Journal of Marketing, Vol. 56, No. 1, pp. 6–21.Google Scholar
  16. Fornell, C./Johnson, M.D./Anderson, E.W./Cha, J./Bryant, E. (1996): The American Customer Satisfaction Index: Nature, Purpose, and Findings, in: Journal of Marketing, Vol. 60, No. 3, pp. 7–18.Google Scholar
  17. Hammann, P./Erichson, B. (1994): Marktforschung, 3rd ed., Stuttgart u.a.Google Scholar
  18. Hansen, U./Korpiun, M./Hennig-Thurau, T. (1998): Nationale Kundenzufriedenheitsindizes als Informationsgrundlage des Dienstleistungs-Management. Eine kritische Bestandsaufnahme, in: Bruhn, M./Meffert, H. (eds.): Dienstleistungs-Management, Wiesbaden, pp. 307–342.Google Scholar
  19. Hennig-Thurau, T. (1998): Konsum-Kompetenz: Eine neue Zielgröße für das Management von Geschäftsbeziehungen, Frankfurt/M. u.a.Google Scholar
  20. Hennig-Thurau, T./Klee, A. (1997): The Impact of Customer Satisfaction and Relationship Quality on Customer Retention: A Critical Reassessment and Model Development, in: Psychology & Marketing, Vol. 14, Special Issue on Relationship Marketing, December, No. 8, pp. 737–764.Google Scholar
  21. Holbrook, M.B. (1994): The Nature of Customer Value, in: Rust, R.T./Oliver, R.L. (eds.): Service Quality: New Directions in Theory and Practice, London, pp. 21–71.CrossRefGoogle Scholar
  22. Homburg, C./Giering, A. (1996): Konzeptualisierung und Operationalisierung komplexer Konstrukte, in: Marketing ZFP, 18. Jg., No. 1, pp. 5–25.Google Scholar
  23. Jacoby, J. (1978): Consumer Research: A State of the Art Review, in: Journal of Marketing, Vol. 42, No. 2, pp. 87–96.Google Scholar
  24. Koehler, R. (1996): Dienstleistungswüste Deutschland?, in: Die Betriebswirtschaft, Vol. 56, No. 5, pp. 583–586.Google Scholar
  25. Meyer, A./Dornach, F. (1995a): Nationale Barometer zur Messung von Qualität und Kundenzufriedenheit bei Dienstleistungen, in: Bruhn, M./Stauss, B. (eds.): Dienstleistungsqualität: Methoden, Konzepte, Erfahrungen, Wiesbaden pp. 429–453.Google Scholar
  26. Meyer, A./Dornach, F. (1995b): Das Deutsche Kundenbarometer 1995 — Qualität und Zufriedenheit, Deutsche Marketing Vereinigung e. V. und Deutsche Bundespost Postdienst, Düsseldorf u.a.Google Scholar
  27. Meyer, A./Dornach, F. (1995c): Das Deutsche Kundenbarometer — Qualität und Zufriedenheit, in: Simon, H./Homburg, Ch. (eds.): Kundenzufriedenheit: Konzepte, Methoden, Erfahrungen, Wiesbaden, pp. 161–178.Google Scholar
  28. Meyer, A./Dornach, F. (1996): Das Deutsche Kundenbarometer 1996 — Qualität und Zufriedenheit, Deutsche Marketing Vereinigung e. V. und Deutsche Bundespost Postdienst, Düsseldorf u.a.Google Scholar
  29. Meyer, A./Ertl, R. (1996): Nationale Barometer zur Messung von Kundenzufriedenheit. Ein Vergleich ausgewählter grundlegender Aspekte des “Deutschen Kundenbarometers — Qualität und Zufriedenheit” und des “American Customer Satisfaction Index (ACSI)”, in: Meyer, A. (ed.): Grundsatzfragen und Herausforderungen des Dienstleistungsmarketing, Wiesbaden, pp. 201–231.CrossRefGoogle Scholar
  30. Myers, J.H./Tauber, E. (1977): Market Structure Analysis, Chicago.Google Scholar
  31. NERA (National Economic Research Associates) (1991): Developing a National Quality Index: A Preliminary Study of Feasibility, New York.Google Scholar
  32. Stauss, B./Neuhaus, P. (1996): The Dissatisfaction Potential of Satisfied Customers — The Qualitative Satisfaction Model. Paper presented at the French-German Workshop on Services Marketing Research, 28.2–1.3.1996 in Innsbruck, Austria.Google Scholar
  33. Strandvik, T./Liljander, V. (1995): A Comparison of Episode Performance and Relationship Performance for a Discrete Service, in: Kleinaltenkamp, M. (ed.): Services Marketing: Concepts and Applications, Wiesbaden.Google Scholar

Copyright information

© Springer Fachmedien Wiesbaden 1999

Authors and Affiliations

  • Ursula Hansen
  • Thorsten Hennig-Thurau

There are no affiliations available

Personalised recommendations