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.
