Customer satisfaction measurement in the private bank sector

Customer satisfaction represents a modern approach for quality in enterprises and organisations and serves the development of a truly customer-focused management and culture. Measuring customer satisfaction offers an immediate, meaningful acid objective feedback about clients' preferences and expectations. In this way, company's performance may be evaluated in relation to a set of satisfaction dimensions that indicate the strong and the weak points of a business organisation. This paper presents an original customer satisfaction survey in the private bank sector. The implemented methodology is based on the principles of multicriteria analysis and preference disaggregation modelling. The most important results are focused on the determination of the critical service dimensions and the segmentation to customer clusters with distinctive preferences and expectations. (C) 2001 Elsevier Science B.V. All rights reserved.