Authors
Abstract
Customer statisfaction has received considerable attention in the marketing litrature and practice in the recent years. It affects several desirable outcomes like customer loyalty, word of mouth, promotion and purchase. Since such an increasing attention is given to customer satisfaction as a corporate goal in addition to traditional financial measures of success, customer satisfaction must be translated into a number of measurable parameters directly linked to people,s job, i.e. the factors that people can understand and influence. This paper presents a customer statisfaction survey in commercial banks. A customer,s path to statisfaction model would display justice, perceived organizational support, similarity, liking, prior experiences, feedback and statisfaction as highly related.
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