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The Factor Structure of Customer Satisfaction The identification of the determinants of customer satisfaction is a central concern for service management academics and practitioners. It is an essential prerequisite for the management of service quality. For service providers it is crucial to know which service attributes add value and increase satisfaction and which of them merely fulfill minimum requirements and minimize dissatisfaction or which service attributes do both.
Only then better decisions can be made on how resources should be allocated to different service attributes in order to improve quality and satisfaction. The identification of customer satisfaction factors is crucial. Several methods have been proposed. 






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Status: 21. November 2012