A Review on the Relationship Variables to Customer Satisfaction

Global Journal of Management and Business Research: E Marketing, Vol. 16, No. 5, pp. 87-91, 2016

7 Pages Posted: 9 Feb 2017

See all articles by Anne Suhaniya

Anne Suhaniya

University of Jaffna - Department of Economics and Management

Vadivelu Thusyanthy

Vavuniya Camps of the University of Jaffna

Date Written: December 1, 2016

Abstract

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.

Keywords: Customer Satisfaction, Relationship, Variables, Comprehensive Model

JEL Classification: M30, M39

Suggested Citation

Karunakaran, Anne Suhaniya and Thusyanthy, Vadivelu, A Review on the Relationship Variables to Customer Satisfaction (December 1, 2016). Global Journal of Management and Business Research: E Marketing, Vol. 16, No. 5, pp. 87-91, 2016, Available at SSRN: https://ssrn.com/abstract=2903052

Anne Suhaniya Karunakaran (Contact Author)

University of Jaffna - Department of Economics and Management ( email )

Vavuniya
Sri Lanka

Vadivelu Thusyanthy

Vavuniya Camps of the University of Jaffna ( email )

Pambaimadhu
Vavuniya
Vavuniya, Northern 43000
Sri Lanka

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