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Quality And Customer Satisfaction: Relationships And Dynamics. A Case Study

Author

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  • Cecilia SILVESTRI

    (University of Tuscia, Viterbo, Italy)

Abstract

Customer satisfaction is central to strategic management oriented to quality. The quality of products/services generates, in fact, the customer satisfaction. The aim of the research is to demonstrate the existence of a linear dependence between quality and customer satisfaction. The survey tool is the questionnaire and the analysis of the data was used: (1) factor analysis (with the aim of reducing the numerosity of variables without losing their significance), (2) multiple linear regression analysis (with the aim to analyze the relationships between quality and satisfaction), (3) analysis of the residue (with the aim to validate the results). Analysis of the data has proved the existence of a dependency link between quality and customer satisfaction. Quality-oriented firm generates, therefore, greater customer satisfaction. The paper demonstrate the existence of a construct that combines quality and customer satisfaction, widely debated in the scientific community, in relation to the specificity of services.

Suggested Citation

  • Cecilia SILVESTRI, 2014. "Quality And Customer Satisfaction: Relationships And Dynamics. A Case Study," Business Excellence and Management, Faculty of Management, Academy of Economic Studies, Bucharest, Romania, vol. 4(1), pages 5-21, March.
    • Handle: RePEc:rom:bemann:v:4:y:2014:i:1:p:5-21
    as

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    File URL: https://beman.ase.ro/no41/1.pdf
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    References listed on IDEAS

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    1. Eugene W. Anderson & Claes Fornell & Roland T. Rust, 1997. "Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services," Marketing Science, INFORMS, vol. 16(2), pages 129-145.
    2. Kevin Lane Keller & Donald R. Lehmann, 2006. "Brands and Branding: Research Findings and Future Priorities," Marketing Science, INFORMS, vol. 25(6), pages 740-759, 11-12.
    3. Wolfgang Ulaga, 2001. "Customer Value in Business Markets: An Agenda for Inquiry," Post-Print hal-00485122, HAL.
    4. Isabelle Huault & V. Perret & S. Charreire-Petit, 2007. "Management," Post-Print halshs-00337676, HAL.
    5. Jakki Mohr & Robert Spekman, 1994. "Characteristics of partnership success: Partnership attributes, communication behavior, and conflict resolution techniques," Strategic Management Journal, Wiley Blackwell, vol. 15(2), pages 135-152, February.
    6. Jean-Noël Kapferer, 2004. "The New Strategic Brand Management," Post-Print hal-00786821, HAL.
    Full references (including those not matched with items on IDEAS)

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    Cited by:

    1. Alexandra Ioana FLOREA IONESCU, 2015. "The Disruptive Force Of 3d Printing On Supply Chains," Business Excellence and Management, Faculty of Management, Academy of Economic Studies, Bucharest, Romania, vol. 5(2), pages 102-109, June.

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    More about this item

    Keywords

    Quality; Customer satisfaction; Customer loyalty; Multiple linear regression analysis; Retail; Service; Hypermarket;
    All these keywords.

    JEL classification:

    • M11 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Production Management

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