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The Relationship Between SERVQUAL, National Customer Satisfaction Indices, and Consumer Sentiment

Summary: The authors present a study integrating SERVQUAL with a national customer satisfaction index, specifically Europe's Extended Performance Satisfaction Index (EPSI) Rating. Based on data from the Danish Customer Satisfaction Index 2007 on customers' preferred banks, SERVQUAL and consumer sentiment are shown to be useful additions to the EPSI Rating.

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  • Topics: Customer Satisfaction and Value
  • Keywords: Consumer, Customer satisfaction (CS), Europe, Service quality, EPSI Rating, SERVQUAL
  • Author: Kristensen, Kai; Eskildsen,Jacob
  • Journal: Quality Management Journal