Customer satisfaction and customer loyalty as predictors of future business potential
By: ESKILDSEN, Jacob
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Contributor(s): KRISTENSEN, Kai.
Material type: 
ArticlePublisher: Oxfordshire, UK : Taylor & Francis, July-August 2008Total quality management & business excellence 19, 7-8, p. 843-853Abstract: This paper analyses the relationship between customer satisfaction, customer loyalty and the future business potential of existing customers. The data for the analysis come from the Danish Customer Satisfaction Index 2006. Here a total of approximately 2000 private customers evaluated their preferred property insurance provider. Based on theoretical considerations, six assumptions are developed and tested
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This paper analyses the relationship between customer satisfaction, customer loyalty and the future business potential of existing customers. The data for the analysis come from the Danish Customer Satisfaction Index 2006. Here a total of approximately 2000 private customers evaluated their preferred property insurance provider. Based on theoretical considerations, six assumptions are developed and tested
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