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Customer satisfaction and consumer expenditure in selected European countries

Author

Listed:
  • Matthew C. H. Yeung

    (OUHK - The Open University of Hong Kong)

  • Bala Ramasamy

    (China Europe International Business School)

  • Junsong Chen

    (East China University of Science and Technology)

  • Stanley J. Paliwoda

    (University of Strathclyde [Glasgow])

Abstract

The relationship between customer satisfaction and company performance has been extensively researched at both the consumer and firm levels. However, little is known about the impact of customer satisfaction at the economy-wide level, especially in Europe. This study aims to link customer satisfaction to personal consumption expenditure using panel data collected from 1999 to 2011 and covering nine European countries. Our findings suggest a significant relationship between customer satisfaction and consumer expenditure in these countries. In addition, economic structure, culture, political economy and socio-economic factors have been examined to understand the impact of cross-country differences on this relationship. The results reflect the importance of satisfied consumers on the economy as a whole; thus, efforts at boosting customer satisfaction should become a national agenda.

Suggested Citation

  • Matthew C. H. Yeung & Bala Ramasamy & Junsong Chen & Stanley J. Paliwoda, 2013. "Customer satisfaction and consumer expenditure in selected European countries," Post-Print hal-02312298, HAL.
    • Handle: RePEc:hal:journl:hal-02312298
    DOI: 10.1016/j.ijresmar.2013.06.001
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    Cited by:

    1. Gülen Sarial‑Abi & Aulona Ulqinaku & Giampaolo Viglia & Gopal Das, 2023. "The effect of financial scarcity on discretionary spending, borrowing, and investing," Journal of the Academy of Marketing Science, Springer, vol. 51(6), pages 1214-1243, November.
    2. Frison, Steffi & Dekimpe, Marnik G. & Croux, Christophe & De Maeyer, Peter, 2014. "Billboard and cinema advertising: Missed opportunity or spoiled arms?," International Journal of Research in Marketing, Elsevier, vol. 31(4), pages 425-433.
    3. Nyarku Kwamena Minta & Oduro Stephen, 2017. "Importance-Performance Matrix Analysis (IPMA) of Service Quality and Customer Satisfaction in the Ghanaian Banking Industry," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 7(7), pages 532-550, July.
    4. Sikhumbuzo Maisela, 2024. "How Immigrant Shopkeepers in Johannesburg Townships Succeed: A Customer's Eye View," Journal of International Migration and Integration, Springer, vol. 25(1), pages 359-389, March.
    5. de Haan, Evert & Verhoef, Peter C. & Wiesel, Thorsten, 2015. "The predictive ability of different customer feedback metrics for retention," International Journal of Research in Marketing, Elsevier, vol. 32(2), pages 195-206.
    6. Marnik G. Dekimpe & Barbara Deleersnyder, 2018. "Business cycle research in marketing: a review and research agenda," Journal of the Academy of Marketing Science, Springer, vol. 46(1), pages 31-58, January.
    7. Hamid Baghestani & Paul Williams, 2017. "Does customer satisfaction have directional predictability for U.S. discretionary spending?," Applied Economics, Taylor & Francis Journals, vol. 49(54), pages 5504-5511, November.

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