The relationship between customer satisfaction and firm profitability has received varying attention in the research literature. Customer satisfaction itself has been thoroughly investigated and a number of possible attributes identified. A linkage between customer satisfaction and repurchase intention has been shown to exist, though little research has been completed on actual repurchase, while recent research has shown a linkage between customer retention and revenue. If the research on these component parts is added together, it suggests a direct linkage between attributes of customer satisfaction and firm revenue, implying that firm revenue may be increased by identifying and improving key attributes of customer satisfaction.
| Identifer | oai:union.ndltd.org:ADTP/201926 |
| Date | January 2006 |
| Creators | King, Gerard |
| Source Sets | Australiasian Digital Theses Program |
| Language | EN-AUS |
| Detected Language | English |
| Rights | Copyright Gerard King 2006 |
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