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Volume 3, Issue 2
1 February 1993
This article was originally published in
Managing Service Quality
Managing Service Quality Cover Image for Volume 3, Issue 2
Research Article| February 01 1993

Calculating customer happiness

Publisher: Emerald Publishing
Online ISSN: 1758-8030
Print ISSN: 0960-4529
© MCB UP Limited
1993
Managing Service Quality: An International Journal (1993) 3 (2): 445–448.
https://doi.org/10.1108/EUM0000000003155

Explores particular problems associated with the measurement of customer satisfaction in the financial services industry. Describes the work that the retail banking division of the TSB Group has carried out over the last two years to measure and improve customer satisfaction. Draws key learning points from this experience, and makes proposals for the future measurement of customer satisfaction.

Keywords: CUSTOMER SATISFACTION, FINANCIAL SERVICES, MEASUREMENT, SERVICE QUALITY
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© MCB UP Limited
1993
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