Analysing the Role of BPM in Driving Customer Satisfaction
Maull, Roger S.
Meetings and Proceedings
Achieving high levels of customer satisfaction is a core issue for any business. This paper presents the results of an empirical analysis, based on longitudinal data from a large UK bank on drivers of customer satisfaction. The results indicate that process management is a critical driver of TSQ and a fundamental component for attaining high levels of customer satisfaction. The paper proposes a comprehensive quantitative analysis using the structural equation modelling (SEM) methodology to explore the contribution of factors that drive customer satisfaction especially the role of BPM as a key driver.
The 10th International Research Symposium on Service Excellence in Management (QUIS 10, 14-17 June 2007) University of Central Florida, Orlando, Florida, US