1 Department of Management - Interdisciplinary Center for Organizational Architecture (ICOA), Department of Management, Aarhus BSS, Aarhus University2 Department of Management, Aarhus BSS, Aarhus University3 Department of Management, Aarhus BSS, Aarhus University
The focus of this study is to integrate SERVQUAL with a national customer satisfaction index, in this context, the Extended Performance Satisfaction Index Rating framework (EPSI Rating), the European counterpart to the American Customer Satisfaction Index, and to explore the possible relationship with consumer sentiment measures. The data for this study come from the Danish Customer Satisfaction Index 2007. Here approximately 1700 customers evaluated their preferred bank. The questionnaire consists of two parts: the basic EPSI statement, as well as 15 statements covering the five dimensions from SERVQUAL. Furthermore, the respondents answered two questions related to consumer sentiment. The results show that both SERVQUAL and consumer sentiment will be valuable additions to the EPSI Rating framework.
Quality Management Journal, 2012, Vol 19, Issue 2, p. 47-61