Customer Satisfaction: A Meta-Analysis of the Empirical Evidence

The growing number of academic studies on customer satisfaction and the mixed findings they report complicate efforts among managers and academics to identify the antecedents to, and outcomes of, businesses having more- versus less-satisfied customers. A meta-analysis is conducted of the reported fi...

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Bibliographic Details
Published inJournal of the Academy of Marketing Science Vol. 29; no. 1; pp. 16 - 35
Main Authors Szymanski, D. M., Henard, D. H.
Format Journal Article
LanguageEnglish
Published New York Springer Nature B.V 2001
Subjects
Consumer attitudes
Consumers
Consumption
Customer satisfaction
Customers
Equity
Marketing
Meta-analysis
Statistical analysis
Statistical significance
Systematic review
United States > US
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Summary:The growing number of academic studies on customer satisfaction and the mixed findings they report complicate efforts among managers and academics to identify the antecedents to, and outcomes of, businesses having more- versus less-satisfied customers. A meta-analysis is conducted of the reported findings on customer satisfaction. It is documented that equity and disconfirmation are most strongly related to customer satisfaction on average. It is also found that measurement and method factors that characterize the research often moderate relationship strength between satisfaction and its antecedents and outcomes.
ISSN:0092-0703
1552-7824
DOI:10.1177/009207030102900102