Concepedia

Customer Satisfaction Analytics

Customer Satisfaction Analytics is a methodological framework within retail service analytics that systematically measures, analyzes, and interprets customer satisfaction levels through quantitative and qualitative data to evaluate service performance and inform strategic decision-making in customer experience management.

386

Publications

29.9K

Citations

1.1K

Authors

536

Institutions

Publications per year

2017–2026

210

Parents

Publications

386

Measurement and evaluation of satisfaction processes in retail settings.

Richard L. Oliver · 1981 · 2.2K citations

, , +14

Customer satisfaction, customer retention, and market share

Roland T. Rust, Anthony J. Zahorik · Journal of Retailing · 1993 · 2.2K citations

, , +16

The relationship between customer loyalty and customer satisfaction

John T. Bowen, Shiang‐Lih Chen · International Journal of Contemporary Hospitality Management · 2001 · 1.3K citations

, , +17

The evolution and future of national customer satisfaction index models

Michael D. Johnson, Anders Gustafsson, Tor W. Andreassen et al. · Journal of Economic Psychology · 2001 · 1.1K citations

, , +12

Customer Metrics and Their Impact on Financial Performance

Valarie A. Zeithaml · Marketing Science · 2006 · 913 citations

, , +17

1–5 of 386

Authors

1.1K

  1. HK
    Hak‐Seon Kim

    Kyungsung University, South Korea

    8 publications · 179 citations

    8

    h-index

  2. SA
    Sakila Akter Jahan

    Case Western Reserve University, United States

    3 publications · 122 citations

    3

    h-index

  3. EP
    Eunil Park

    Sungkyunkwan University, South Korea

    3 publications · 247 citations

    3

    h-index

  4. EG
    Evangelos Grigoroudis

    Technical University of Crete, Greece

    3 publications · 412 citations

    3

    h-index

  5. LS
    Lisa Slevitch

    Oklahoma State University, United States

    3 publications · 160 citations

    3

    h-index

1–5 of 1.1K

Institutions

536

  1. Kyungsung University

    Busan, South Korea

    8 h-index

    20 publications

    419 citations

  2. University of Michigan

    Ann Arbor, United States

    6 h-index

    11 publications

    3.6K citations

  3. University of Houston

    Houston, United States

    5 h-index

    9 publications

    378 citations

  4. Hong Kong Polytechnic University

    Hong Kong, Hong Kong

    5 h-index

    7 publications

    273 citations

  5. Iscte – Instituto Universitário de Lisboa

    Lisbon, Portugal

    5 h-index

    8 publications

    225 citations

  6. IBM (United States)

    Armonk, United States

    5 h-index

    11 publications

    264 citations

  7. Cornell University

    Ithaca, United States

    4 h-index

    5 publications

    375 citations

  8. Oklahoma State University

    Stillwater, United States

    4 h-index

    5 publications

    406 citations

1–8 of 536

Venues

  1. Journal of Retailing and Consumer Services

    12 publications · 691 citations

    12

    h-index

  2. Sustainability

    9 publications · 541 citations

    9

    h-index

  3. Choice Reviews Online

    CRO · 8 publications · 931 citations

    8

    h-index

  4. Journal of Business Research

    JBR · 8 publications · 1.7K citations

    8

    h-index

  5. 8

    h-index

1–5