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Verfahren zur Messung der Kundenzufriedenheit im Überblick

In: Kundenzufriedenheit

Author

Listed:
  • Andreas Fürst

    (Universität Erlangen-Nürnberg)

Abstract

Zusammenfassung Die Zufriedenheit von Kunden hat sich mittlerweile in vielen Unternehmen als eine zentrale Zielgröße etabliert. Dies liegt zum einen an dem positiven Einfluss von Kundenzufriedenheit auf wichtige nachgelagerte Zielgrößen wie Kundenbindung, Kundenprofitabilität und damit letztlich auf Umsatz, Marktanteil und Gewinn (vgl. hierzu auch den Beitrag von Artz in diesem Band) sowie zum anderen an der relativ guten Beeinflussbarkeit dieser Zielgröße (vgl. hierzu auch den Beitrag von Homburg/Bucerius in diesem Band).

Suggested Citation

  • Andreas Fürst, 2012. "Verfahren zur Messung der Kundenzufriedenheit im Überblick," Springer Books, in: Christian Homburg (ed.), Kundenzufriedenheit, edition 8, pages 123-153, Springer.
    • Handle: RePEc:spr:sprchp:978-3-8349-6835-7_4
    DOI: 10.1007/978-3-8349-6835-7_4
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