Concepedia

Customer Satisfaction

Customer Satisfaction is a cognitive and affective evaluation by a customer of a product, service, or interaction against prior expectations, resulting from the comparison between perceived performance and anticipated outcomes within the context of ongoing relational exchanges in consumer behavior, customer relationship management, and relationship marketing.

29.1K

Publications

2.7M

Citations

47.2K

Authors

7.4K

Institutions

Publications per year

2017–2026

10.8K

Parents

Children

Publications

29.1K

SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality

A. Parasuraman, Leonard L. Berry, Valarie A. Zeithaml · Zenodo (CERN European Organization for Nuclear Research) · 1988 · 21.2K citations · Full text

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A Conceptual Model of Service Quality and Its Implications for Future Research

A. Parasuraman, Valarie A. Zeithaml, Leonard L. Berry · Journal of Marketing · 1985 · 17.2K citations

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Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence

Valarie A. Zeithaml · Journal of Marketing · 1988 · 12.7K citations · Full text

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The DeLone and McLean Model of Information Systems Success: A Ten-Year Update

William DeLone, Ephraim R. McLean · Journal of Management Information Systems · 2003 · 11.4K citations

, , +10

Information Systems Success: The Quest for the Dependent Variable

William DeLone, Ephraim R. McLean · Information Systems Research · 1992 · 10.6K citations

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1–5 of 29.1K

Authors

47.2K

  1. HH
    Heesup Han

    Sejong University, South Korea

    102 publications · 13K citations

    53

    h-index

  2. AS
    Anna S. Mattila

    Pennsylvania State University, United States

    90 publications · 11.7K citations

    52

    h-index

  3. RL
    Rob Law

    Hong Kong Polytechnic University, Hong Kong SAR China

    60 publications · 8.4K citations

    40

    h-index

  4. IG
    Irene Gil Saura

    Universitat de València, Spain

    53 publications · 4.7K citations

    35

    h-index

  5. KD
    Ko de Ruyter

    Maastricht University, Netherlands

    37 publications · 8.3K citations

    32

    h-index

1–5 of 47.2K

Institutions

7.4K

  1. Hong Kong Polytechnic University

    Hong Kong, Hong Kong

    99 h-index

    692 publications

    61.4K citations

  2. Pennsylvania State University

    State College, United States

    93 h-index

    368 publications

    48.1K citations

  3. Griffith University

    Brisbane, Australia

    76 h-index

    297 publications

    29.8K citations

  4. College of Business Administration

    Riga, Latvia

    72 h-index

    165 publications

    28.5K citations

  5. Michigan State University

    East Lansing, United States

    71 h-index

    235 publications

    30.4K citations

  6. Cornell University

    Ithaca, United States

    66 h-index

    201 publications

    27K citations

  7. Arizona State University

    Tempe, United States

    64 h-index

    142 publications

    73.5K citations

  8. Florida State University

    Tallahassee, United States

    64 h-index

    179 publications

    53.6K citations

1–8 of 7.4K

Venues

  1. Journal of Marketing

    JM · 274 publications · 264.4K citations

    166

    h-index

  2. Journal of Business Research

    JBR · 505 publications · 79.9K citations

    151

    h-index

  3. Journal of Services Marketing

    512 publications · 63.7K citations

    139

    h-index

  4. International Journal of Hospitality Management

    417 publications · 56.8K citations

    132

    h-index

  5. Journal of Retailing and Consumer Services

    614 publications · 57.9K citations

    130

    h-index

1–5