How to develop a customer satisfaction scale with optimal construct validity
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DOI: 10.1007/s11135-013-9920-7
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Cited by:
- Kamran Iqbal & Hafiz Suliman Munawar & Hina Inam & Siddra Qayyum, 2021. "Promoting Customer Loyalty and Satisfaction in Financial Institutions through Technology Integration: The Roles of Service Quality, Awareness, and Perceptions," Sustainability, MDPI, vol. 13(23), pages 1-20, November.
- Rael Nkatha Mwirigi & Samuel Maina & Linda Kimencu, 2018. "Moderating Role of Demographics on the Relationship between Customer Relationship Management and Satisfaction of Commercial Banks’ Account Holders in Kenya," 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. 8(5), pages 688-706, May.
- Eriksson, Kent & Segerlind, Carin, 2024. "Higher bank customer satisfaction increases a bank’s revenue from the customer and the effect persists over several years: A study at the level of individual customer relationships," Working Paper Series 24/5, Royal Institute of Technology, Department of Real Estate and Construction Management & Banking and Finance, revised 18 Jun 2024.
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Keywords
Construct validity; Psychological tests; Scale development; Customer satisfaction; Survey research ;All these keywords.
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