The scope of this paper is to analyze whether or not segments with different customer preferences and customer satisfaction can be identified. This analysis is based on customer satisfaction data from the Danish banking industry from the years 2004 and 2005. The analysis showed that the preference structures in the segments are not the same for large and small banks indicating that these banks operate under slightly different market conditions.
Performance Measurement and Management 2006: Public and Private: Papers From the Fifth International Conference on Performance Measurement and Management, 2006, p. 241-248
Kundetilfredshed; Customer satisfaction
Main Research Area:
Performance Measurement and Management 2006: Public and Private