Empirical Evidence for the Relation between Customer Satisfaction and Business Performance

23 Pages Posted: 6 Mar 2008

See all articles by Paul Boselie

Paul Boselie

Tilburg University - Faculty of Social and Behavioural Sciences; Utrecht University of Applied Sciences

Martijn Hesselink

Erasmus University Rotterdam (EUR) - Erasmus School of Economics (ESE)

Ton van der Wiele

Erasmus University Rotterdam (EUR) - Department of Economics; Erasmus Research Institute of Management (ERIM)

Date Written: 13 2001 6,

Abstract

This paper focuses on the analysis of empirical data on customer satisfaction and the relationship with hard organisational performance data. The organisation is a Flexcompany with its headquarters in The Netherlands, but also operating in other countries in Europe. The empirical data on customer satisfaction and business performances stem from 1998 and 1999. Based on the empirical data it can be concluded that it is possible to find evidence for the hypothesis that there is a positive relationship between customer satisfaction and organisational performance indicators, although the relationship is not very strong. Various factors might influence the timelag between a change in customer satisfaction and an expected effect in sales, margin, or other output indicators. However, the analyses do give answers to questions related to the quality dimensions as underlying factors behind the items in the customer satisfaction questionnaire and some indications for the changing behaviour of the customer in relation to his perception.

Keywords: customer satisfaction, customer behaviour, business performance improvement

JEL Classification: M, L2, L22

Suggested Citation

Boselie, Paul and Hesselink, Martijn and van der Wiele, Ton, Empirical Evidence for the Relation between Customer Satisfaction and Business Performance (13 2001 6,). ERIM Report Series Reference No. ERS-2001-32-ORG, Available at SSRN: https://ssrn.com/abstract=370891

Paul Boselie

Tilburg University - Faculty of Social and Behavioural Sciences ( email )

P.O. Box 90153
Tilburg, 5000 LE
Netherlands

Utrecht University of Applied Sciences ( email )

Utrecht
Netherlands

Martijn Hesselink

Erasmus University Rotterdam (EUR) - Erasmus School of Economics (ESE) ( email )

Burg. Oudlaan 50
Rotterdam, NL 3062 PA
Netherlands

Ton Van der Wiele (Contact Author)

Erasmus University Rotterdam (EUR) - Department of Economics ( email )

P.O. Box 1738
3000 DR Rotterdam
Netherlands
+31 10 408 1354 (Phone)
+31 10 408 9169 (Fax)

Erasmus Research Institute of Management (ERIM)

P.O. Box 1738
3000 DR Rotterdam
Netherlands

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