The concept and assessment of customer satisfaction

Irena Ograjenšek, Iddo Gal

Research output: Chapter in Book/Report/Conference proceedingChapterpeer-review


In all sectors of the economy, organizations need to know how well they are satisfying customer needs and expectations. To achieve this, they have to translate general conceptions of customer satisfaction into decisions about what to measure and what methods to use to collect data. Both conceptualization and operationalization of customer satisfaction, as well as the logic of measuring it, have to be examined. The framework for this examination can be either the business-to-customer (B2C) or business-to-business (B2B) setting. The discussion in the chapter pertains to interactions within both of these. The chapter also addresses the interrelated concepts of customer satisfaction, perceived service quality and customer loyalty. Further, it deals with methodological issues relevant in survey collection of customer satisfaction data. Fianlly, the chapter evaluates the ABC ACSS questionnaire from the conceptual and methodological points of view.

Original languageEnglish
Title of host publicationModern Analysis of Customer Surveys
Subtitle of host publicationwith Applications using R
Number of pages21
ISBN (Electronic)9781119961154
ISBN (Print)9780470971284
StatePublished - 9 Nov 2011

Bibliographical note

Publisher Copyright:
© 2012 John Wiley & Sons, Ltd. All rights reserved.


  • ABC ACSS questionnaire
  • Business-to-business (B2B) setting
  • Business-to-customer (B2C) setting
  • Customer loyalty
  • Customer satisfaction
  • Perceived service quality
  • Survey collection

ASJC Scopus subject areas

  • Economics, Econometrics and Finance (all)
  • General Business, Management and Accounting


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