Kundenzufriedenheitsmessung in der Wirtschaftsauskunftei-Branche

The topic of customer satisfaction is generally and continuously gaining importance. As a basis for systematic analyses, evaluations, and the derivation of measures up to strategically oriented decisions, an adequate measurement of customer satisfaction is essential. The measurement of customer satisfaction in the business information industry differs from other sectors because it involves complex and communication-intensive approaches, which is why the human factor plays a significant role. The types of measurement methods and specific measurement techniques suitable for the industry in question are empirically gathered qualitatively and quantitatively from a target group of experts. In this context, the significance, respective components, and impacts are examined and developed as part of the theoretical section of the work. In particular, the important area of customer satisfaction measurement is comprehensively addressed and explained through methods, objectives, and causes.