1. the degree to which customers are pleased with the product and are likely to purchase the same product, or from the same company, again. 2. Customer satisfaction reflects a productâs overall value based on a host of product-related factors such as price and availability are more likely to impact on oneâs satisfaction. It may be a better indicator to measure the intention of the customer to repurchase a product. Source: Taking the Customerâs Point-of-View: Engagement or Satisfaction? Bobby J. Calder, Mathew S. Isaac, and Edward C. Malthouse, 2013, 13-102)Back to previous
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