Kundenzufriedenheitsmessmethoden und - instrumente: eine markt- und produktspezifische Auswahl im Dienstleistungsbereich

Translated title of the contribution: Techniques and instruments for measuring customer satisfaction

Michael Terler

Research output: ThesisDoctoral Thesis


Today, customer satisfaction is one of the most crucial success factors of enterprises. As shown in several studies, there is a strong positive correlation between customer satisfaction and profitability of an organization. Therefore, an efficient and effective method to define and measure customer satisfaction is necessary not only to obtain valid results but also to identify potentials for further organisational development. Specific literature provides extensive information and numerous tools to measure customer satisfaction, each of them with a slightly different focus. Managers have to face the challenge of choosing the most appropriate method depending on the customer structure, the products, etc. In this doctoral thesis, a 4-step-procedure was developed that enables the manager to quickly assess these numerous customer satisfaction methods. A questionnaire shall guide the manager step by step towards his understatement of customer, customer satisfaction and finally to his tool for customer satisfaction measurement.
Translated title of the contributionTechniques and instruments for measuring customer satisfaction
Original languageGerman
Awarding Institution
  • Montanuniversität
  • Biedermann, Hubert, Assessor A (internal)
  • Matzler, Kurt, Assessor B (external), External person
Publication statusPublished - 16 Nov 2006

Bibliographical note

embargoed until null


  • customer satisfaction customer orientation

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