Customer satisfaction and retention in transition economies

Autor: Irina Selivanova, I. Dukeov, L. Murgulets, Jan Eklöf
Rok vydání: 2001
Předmět:
Zdroj: Total Quality Management. 12:1037-1046
ISSN: 1360-0613
0954-4127
DOI: 10.1080/09544120100000032
Popis: Customer Satisfaction Index studies have become standard practice in many industries and individual companies for improving performance through increased customer loyalty. However, customer decision-making and satisfaction in transitional economies have so far been studied less extensively in systematic ways. This paper reports on major empirical research focusing on customer perceived quality, satisfaction, retention and loyalty measurements taken in North-West Russia. The study covers nine sectors (represented by 12 industries), including telecommunications, processed food, household appliances, banking, health care, public transport, postal service, retail clothing and media for local households. A micro econometric model based on the European Customer Satisfaction Index framework is devised. Based on this, certain data collecting tools have been derived that take into account the specific features of consumer behaviour in the former centrally planned economies. Data on actual purchasing experience hav...
Databáze: OpenAIRE
načítá se...