IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v14y2022i4p2011-d746470.html
   My bibliography  Save this article

Net Promoter Score (NPS) and Customer Satisfaction: Relationship and Efficient Management

Author

Listed:
  • Asier Baquero

    (Social Sciences, Law and Business Administration Department, Catholic University of Murcia (UCAM), 30107 Murcia, Spain)

Abstract

The NPS index is used in the hotel industry to measure customer loyalty and, by extension, customer satisfaction. Many hotel companies set their annual budget based on this index and include it, together with annual economic results, for evaluation when deciding on a potential management bonus. For managers in some companies, achieving a high NPS becomes nearly as important as achieving strong economic results. The purpose of this research is to deepen the study of the NPS index by analysing the existing relationship that the model has with customer satisfaction, focusing on the following main areas of a hotel: reception, cleanliness and room comfort, and gastronomy. To do so, this study uses fuzzy set qualitative comparative analysis (fsQCA). New evidence of value is offered based on the analysis of a sample of six hotels (4 and 5*) located in the Balearic Islands, Spain (Mallorca, Minorca, and Ibiza). In total, 557 surveys were completed in August 2021 and 571 surveys were completed in August 2020, and therefore both sample groups were impacted by a Black Swan (BS) event, the COVID-19 pandemic, in two different stages of its trajectory. The results suggest that in the study sample, the key factor in achieving a high NPS was (1) gastronomy in 2021 (after more than one year of the COVID-19 pandemic), and (2) cleanliness and room comfort in 2020 (at the beginning of the COVID-19 pandemic). These results offer insights for hotel managers, as well as for academics who can develop new lines of research on the subject.

Suggested Citation

  • Asier Baquero, 2022. "Net Promoter Score (NPS) and Customer Satisfaction: Relationship and Efficient Management," Sustainability, MDPI, vol. 14(4), pages 1-19, February.
    • Handle: RePEc:gam:jsusta:v:14:y:2022:i:4:p:2011-:d:746470
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/14/4/2011/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/14/4/2011/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Carlos Lassala & Andreea Apetrei & Juan Sapena, 2017. "Sustainability Matter and Financial Performance of Companies," Sustainability, MDPI, vol. 9(9), pages 1-16, August.
    2. Neil A. Morgan & Lopo Leotte Rego, 2006. "The Value of Different Customer Satisfaction and Loyalty Metrics in Predicting Business Performance," Marketing Science, INFORMS, vol. 25(5), pages 426-439, September.
    3. Asier Baquero & Beatriz Delgado & Raquel Escortell & Juan Sapena, 2019. "Authentic Leadership and Job Satisfaction: A Fuzzy-Set Qualitative Comparative Analysis (fsQCA)," Sustainability, MDPI, vol. 11(8), pages 1-16, April.
    4. Pratap Chandra Mandal, 2014. "Net promoter score: a conceptual analysis," International Journal of Management Concepts and Philosophy, Inderscience Enterprises Ltd, vol. 8(4), pages 209-219.
    5. Ragin, Charles C., 2006. "Set Relations in Social Research: Evaluating Their Consistency and Coverage," Political Analysis, Cambridge University Press, vol. 14(3), pages 291-310, July.
    6. Xiaobin Zhang & Hak-Seon Kim, 2021. "Customer Experience and Satisfaction of Disneyland Hotel through Big Data Analysis of Online Customer Reviews," Sustainability, MDPI, vol. 13(22), pages 1-17, November.
    7. Yarovaya, Larisa & Matkovskyy, Roman & Jalan, Akanksha, 2021. "The effects of a “black swan” event (COVID-19) on herding behavior in cryptocurrency markets," Journal of International Financial Markets, Institutions and Money, Elsevier, vol. 75(C).
    8. Kyle C. Longest & Stephen Vaisey, 2008. "fuzzy: A program for performing qualitative comparative analyses (QCA) in Stata," Stata Journal, StataCorp LP, vol. 8(1), pages 79-104, February.
    9. Wu, Pei-Ling & Yeh, Shih-Shuo & Huan, Tzung-Cheng (.T.C.). & Woodside, Arch G., 2014. "Applying complexity theory to deepen service dominant logic: Configural analysis of customer experience-and-outcome assessments of professional services for personal transformations," Journal of Business Research, Elsevier, vol. 67(8), pages 1647-1670.
    10. Ribes-Giner, G. & Moya-Clemente, I. & Cervelló-Royo, R. & Perello-Marin, M.R., 2018. "Domestic economic and social conditions empowering female entrepreneurship," Journal of Business Research, Elsevier, vol. 89(C), pages 182-189.
    11. Zarghami, Seyed Ashkan & Dumrak, Jantanee, 2021. "Unearthing vulnerability of supply provision in logistics networks to the black swan events: Applications of entropy theory and network analysis," Reliability Engineering and System Safety, Elsevier, vol. 215(C).
    12. Nicholas I. Fisher & Raymond E. Kordupleski, 2019. "Good and bad market research: A critical review of Net Promoter Score," Applied Stochastic Models in Business and Industry, John Wiley & Sons, vol. 35(1), pages 138-151, January.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Asier Baquero, 2022. "Job Insecurity and Intention to Quit: The Role of Psychological Distress and Resistance to Change in the UAE Hotel Industry," IJERPH, MDPI, vol. 19(20), pages 1-20, October.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Andreea Apetrei & José Luis Sánchez-García & Juan Sapena, 2019. "The controversial link between entrepreneurial activity and inequality," International Entrepreneurship and Management Journal, Springer, vol. 15(2), pages 485-502, June.
    2. Hervas-Oliver, Jose-Luis & Sempere-Ripoll, Francisca & Arribas, Ivan, 2015. "Asymmetric modeling of organizational innovation," Journal of Business Research, Elsevier, vol. 68(12), pages 2654-2662.
    3. Alegre, Inés & Mas-Machuca, Marta & Berbegal-Mirabent, Jasmina, 2016. "Antecedents of employee job satisfaction: Do they matter?," Journal of Business Research, Elsevier, vol. 69(4), pages 1390-1395.
    4. Russo, Ivan & Confente, Ilenia & Gligor, David M. & Autry, Chad W., 2016. "To be or not to be (loyal): Is there a recipe for customer loyalty in the B2B context?," Journal of Business Research, Elsevier, vol. 69(2), pages 888-896.
    5. Ferguson, Graham & Megehee, Carol M. & Woodside, Arch G., 2017. "Culture, religiosity, and economic configural models explaining tipping-behavior prevalence across nations," Tourism Management, Elsevier, vol. 62(C), pages 218-233.
    6. Sonja Sperber & Christian Linder, 2018. "The impact of top management teams on firm innovativeness: a configurational analysis of demographic characteristics, leadership style and team power distribution," Review of Managerial Science, Springer, vol. 12(1), pages 285-316, January.
    7. Asier Baquero & Beatriz Delgado & Raquel Escortell & Juan Sapena, 2019. "Authentic Leadership and Job Satisfaction: A Fuzzy-Set Qualitative Comparative Analysis (fsQCA)," Sustainability, MDPI, vol. 11(8), pages 1-16, April.
    8. Pappas, Nikolaos & Papatheodorou, Andreas, 2017. "Tourism and the refugee crisis in Greece: Perceptions and decision-making of accommodation providers," Tourism Management, Elsevier, vol. 63(C), pages 31-41.
    9. Wei, Yu-Chen & Chang, Chao-Ching & Lin, Liang-Yang & Liang, Shih-Chen, 2016. "A fit perspective approach in linking corporate image and intention-to-apply," Journal of Business Research, Elsevier, vol. 69(6), pages 2220-2225.
    10. Leischnig, Alexander & Kasper-Brauer, Kati, 2015. "Employee Adaptive Behavior in Service Enactments," Journal of Business Research, Elsevier, vol. 68(2), pages 273-280.
    11. Mikalef, Patrick & Pateli, Adamantia, 2017. "Information technology-enabled dynamic capabilities and their indirect effect on competitive performance: Findings from PLS-SEM and fsQCA," Journal of Business Research, Elsevier, vol. 70(C), pages 1-16.
    12. Deutscher, Franziska & Zapkau, Florian B. & Schwens, Christian & Baum, Matthias & Kabst, Ruediger, 2016. "Strategic orientations and performance: A configurational perspective," Journal of Business Research, Elsevier, vol. 69(2), pages 849-861.
    13. Veríssimo, José Manuel Cristóvão, 2018. "Usage intensity of mobile medical apps: A tale of two methods," Journal of Business Research, Elsevier, vol. 89(C), pages 442-447.
    14. Pedro Carmona & Alexandre Momparler & Francisco Climent, 2023. "A Fuzzy-Set Qualitative Comparative Analysis of Causal Configurations Influencing Mutual Fund Performance: The Role of Fund Manager Skill," Mathematics, MDPI, vol. 11(21), pages 1-23, October.
    15. Merguei, Nitzan, 2022. "Venturing out: Designing effective pre-acceleration programs," Technovation, Elsevier, vol. 116(C).
    16. Xue, Jinjie & Yuan, Hongping & Shi, Benshan, 2016. "Investigating partners' opportunistic behavior in joint ventures in China: The role of transaction costs and relational exchanges," Journal of Business Research, Elsevier, vol. 69(12), pages 6067-6078.
    17. Carmen González-Velasco & Marcos González-Fernández & José-Luis Fanjul-Suárez, 2019. "Does innovative effort matter for corporate performance in Spanish companies in a context of financial crisis? A fuzzy-set QCA approach," Empirical Economics, Springer, vol. 56(5), pages 1707-1727, May.
    18. Foroudi, Pantea & Jin, Zhongqi & Gupta, Suraksha & Melewar, T.C. & Foroudi, Mohammad Mahdi, 2016. "Influence of innovation capability and customer experience on reputation and loyalty," Journal of Business Research, Elsevier, vol. 69(11), pages 4882-4889.
    19. Linton, Gabriel & Kask, Johan, 2017. "Configurations of entrepreneurial orientation and competitive strategy for high performance," Journal of Business Research, Elsevier, vol. 70(C), pages 168-176.
    20. Kaya, Bahar & Abubakar, A. Mohammed & Behravesh, Elaheh & Yildiz, Harun & Mert, Ibrahim Sani, 2020. "Antecedents of innovative performance: Findings from PLS-SEM and fuzzy sets (fsQCA)," Journal of Business Research, Elsevier, vol. 114(C), pages 278-289.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jsusta:v:14:y:2022:i:4:p:2011-:d:746470. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.