Navickas, Valentinas; Navikaite, Aida
January 2014
Management (16487974);2014, Vol. 24 Issue 1, p129
Academic Journal
Today's competitive business environment challenges companies. Therefore, it is significant for organizational institutions to pay more attention to the needs of their client base. With this in mind, the necessity to examine customer satisfaction is on the center stage. The strong argument for this step is the proven fact that retaining customer is cheaper than attracting new ones. Moreover, measuring customer satisfaction shows whether the company's product or service exceeds the customers' expectations. Hence, the current article is initiated on the examination of factors that determine customer satisfaction. It could be concluded that the present study is extensive in terms of displayed past models and other useful academic examples. The findings also confirm that there is a large portion of measurement issues of customer satisfaction. It also should be noted that customer satisfaction factors highly varies on the business area, chosen factors, industry sector, type of the venture. Hence, the significance of the article lies on the fact that it fulfills the academic foundation with the paper that unites the examples of customer satisfaction factors. And regarding this notion, it also puts forward an important background for future theory and practice investigations.


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