The question, whether customer satisfaction is a reliable indicator for successful financial investment is a rather new field of study. Mainly promoted by Fornell and his associates, the question at first sight, seems to be an empirical question, i.e. a question whether customer satisfaction has anything to add to prediction accuracy of financial performance models. However, this macro-economic view on customer satisfaction is just one of two possible views, the other being the question whether individual investor’s satisfaction provides any kind of clue as to future investment decisions taken by the respective investor. Already, the smooth surface of customer satisfaction models advocated in order to show correlations between investment and satisfaction begins to get wrinkled. Further worry lines emerge, once questions like “is customer satisfaction measured in a consistent fashion?” or “is customer satisfaction unanimously defined?” are asked. This brief research paper will ask exactly these questions and it will do so for the newly emerging field of research linking financial investment and performance with customer satisfaction. Given this agenda, the structure of this paper is straightforward. First, results of a search, gathering papers that deal with customer (Investor) satisfaction and financial performance or financial investment will be reported, then the respective definitions of customer satisfaction will be scrutinized for communalities and differences. Furthermore, differences in the measurement of customer satisfaction will be reported and assessed, and finally, results of the research scrutinized in this paper will be reported before the background of the results gathered so far. A summary of results and the most important conclusions to be drawn from this research will be reported in the final chapter of this paper.
Inhaltsverzeichnis (Table of Contents)
- Introduction
- Methodology Selection of data
- Definition of customer satisfaction
- Measurement of customer satisfaction
- Results
- Conclusions
- References
Zielsetzung und Themenschwerpunkte (Objectives and Key Themes)
This research paper investigates the relationship between customer satisfaction and financial investment, exploring whether customer satisfaction is a reliable indicator for successful financial investment. It critically examines the methodologies used in existing studies to define and measure customer satisfaction, identifying potential inconsistencies and limitations.
- The relationship between customer satisfaction and financial performance/investment.
- The consistency and reliability of measuring customer satisfaction across different studies.
- The importance of clear and shared definitions of customer satisfaction in research.
- The potential impact of methodological differences on the interpretation of research findings.
- The use of meta-analysis as a tool to understand the field of customer satisfaction and investment.
Zusammenfassung der Kapitel (Chapter Summaries)
- Introduction: This chapter introduces the research topic, outlining the question of whether customer satisfaction is a reliable indicator of financial investment. It discusses the two main perspectives on customer satisfaction – macroeconomic and individual investor perspectives – and highlights the need to address inconsistencies in definitions and measurements of customer satisfaction.
- Methodology Selection of data: This chapter details the methodology used in the study, including the data collection process, the selection criteria for studies, and the overall approach to meta-analysis. It also discusses the challenges of conducting meta-analysis due to variations in definitions and measurements of customer satisfaction.
- Definition of customer satisfaction: This chapter critically examines different definitions of customer satisfaction from the literature, highlighting the wide range of perspectives and potential for inconsistency. It explores various conceptualizations of customer satisfaction, including cognitive, affective, and comparative models.
Schlüsselwörter (Keywords)
This research paper focuses on the crucial topics of customer satisfaction, financial investment, and the reliability of measurement. The study investigates the impact of different operationalizations of customer satisfaction on research findings, examining the influence of definitions, measurements, and methodological approaches on the understanding of this complex relationship. The key concepts explored include meta-analysis, customer satisfaction index (ACSI), and the importance of consistent and reliable data collection.
- Citation du texte
- Thomas Bister-Füsser (Auteur), 2011, Customer satisfaction and investment: Can different operationalizations provide reliable results?, Munich, GRIN Verlag, https://www.grin.com/document/170281