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Ermittlung und Auswirkungen von Kundenzufriedenheit

Listed author(s):
  • Simone Dahnke, Gerald Reiner
Registered author(s):

    Die Ausführungen zur Ermittlung von Kundenzufriedenheit und Kundenanforderungen erfolgen vor dem Hintergrund einer empirischen Forschungsarbeit, die zum Ziel hat, Klein- und mittelständischen Unternehmen die Notwendigkeit einer stärkeren Kundenorientierung und eine damit einhergehende verbesserte Wettbewerbsposition näher zu bringen. Im ersten Teil der Arbeit werden nationale Kundenbarometer zur Ermittlung von Kundenzufriedenheit und deren ökonomische Wirkungen auf Geschäftsergebnisse dargestellt. Der zweite und umfassendere Teil beschäftigt sich mit Messansätzen zur Ermittlung von Kundenzufriedenheit und Kundenanforderungen. Dabei werden verschiedene Methoden sowohl theoretisch diskutiert als auch am Beispiel einer empirischen Untersuchung dargestellt. Des weiteren werden drei Lösungsansätze zur Anpassung verschiedener Skalierungen beim Vergleich von Kundenzufriedenheit und Kundenanforderungen vorgestellt.

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    Paper provided by Friedrich-Schiller-Universität Jena, Wirtschaftswissenschaftliche Fakultät in its series Working Paper Series A with number 2000-06.

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    Date of creation: 01 Apr 2000
    Handle: RePEc:jen:jenabe:2000-06
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