A cross-industry comparison of customer satisfaction

Gilbert, R. and Veloutsou, C. (2006) A cross-industry comparison of customer satisfaction. Journal of Services Marketing, 20(5), pp. 298-308. (doi:10.1108/08876040610679918)

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Abstract

<b>Purpose</b>: This paper seeks to identify service satisfaction measures that can be used across industries. <b>Design/methodology/approach</b>: The paper attempts to identify empirically core characteristics of customer satisfaction ratings across six industries based on the ratings of 10,835 respondents within the USA. The industries included are banking and finance, retail, government, grocery stores, hospitality/sports, and restaurants. <b>Findings</b>: The paper finds that banking and finance and hospitality/sports entertainment were rated highest by their patrons. Those dealing with government, general retail and moderately priced fast food restaurants received lower service satisfaction ratings. Differences were also found among respondent characteristics (i.e. age, gender, education and ethnicity/race). <b>Research limitations/implications</b>: The study sample was selected from organizations readily available to the research team. Future studies based on systematic random samples would enhance the generalizability of the findings. <b>Originality/value</b>: The results provide a basis from which cross industry benchmarking and the identification of best practices can be captured and used by practitioners.

Item Type:Articles
Status:Published
Refereed:Yes
Glasgow Author(s) Enlighten ID:Veloutsou, Professor Cleopatra
Authors: Gilbert, R., and Veloutsou, C.
Subjects:H Social Sciences > HB Economic Theory
College/School:College of Social Sciences > Adam Smith Business School > Management
Journal Name:Journal of Services Marketing
ISSN:0887-6045

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