A Review on the Relationship Variables to Customer Satisfaction

1
Thusyanthy Vadivelu
Thusyanthy Vadivelu
2
Anne Suhaniya Joseph Karunakaran
Anne Suhaniya Joseph Karunakaran
1 University of Jaffna

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In marketing, customer satisfaction is considered as a key construct in the last few decades. Previously it is a less acceptable construct, since most of the marketing oriented organizations are perceived that attracting new customers better than retaining existing one. However, currently, these organizations are using customer satisfaction as a prime business performance indicator and a weapon in the dynamic environment to get the sustainable competitive advantage. This customer satisfaction is impact by several variables and dimensions. Therefore, this qualitative comprehensive review examines with the variety of literature support the relationship of variables with respect to customer satisfaction. To broaden and make possible further studies contextually and empirically, a mind-map is presented to show how these relationship variables relate to customers satisfaction. This would improve the studies related to customer satisfaction in particular.

Funding

No external funding was declared for this work.

Conflict of Interest

The authors declare no conflict of interest.

Ethical Approval

No ethics committee approval was required for this article type.

Data Availability

Not applicable for this article.

Thusyanthy Vadivelu. 2016. \u201cA Review on the Relationship Variables to Customer Satisfaction\u201d. Global Journal of Management and Business Research - E: Marketing GJMBR-E Volume 16 (GJMBR Volume 16 Issue E5): .

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Issue Cover
GJMBR Volume 16 Issue E5
Pg. 87- 91
Journal Specifications

Crossref Journal DOI 10.17406/GJMBR

Print ISSN 0975-5853

e-ISSN 2249-4588

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GJMBR-E Classification: JEL Code: M30, M39
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v1.2

Issue date

December 8, 2016

Language

English

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In marketing, customer satisfaction is considered as a key construct in the last few decades. Previously it is a less acceptable construct, since most of the marketing oriented organizations are perceived that attracting new customers better than retaining existing one. However, currently, these organizations are using customer satisfaction as a prime business performance indicator and a weapon in the dynamic environment to get the sustainable competitive advantage. This customer satisfaction is impact by several variables and dimensions. Therefore, this qualitative comprehensive review examines with the variety of literature support the relationship of variables with respect to customer satisfaction. To broaden and make possible further studies contextually and empirically, a mind-map is presented to show how these relationship variables relate to customers satisfaction. This would improve the studies related to customer satisfaction in particular.

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A Review on the Relationship Variables to Customer Satisfaction

Anne Suhaniya Joseph Karunakaran
Anne Suhaniya Joseph Karunakaran
Thusyanthy Vadivelu
Thusyanthy Vadivelu University of Jaffna

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