Customer Satisfaction measurement procedures: one-dimensional and multi-dimensional approach

The purpose of this paper is to present an overview of the principal methods of measurement of Customer Satisfaction (CS) and to discuss their strengths and limits. Two approaches are dealt with: (i) one-dimensional measurement - namely the measurement of a single variable representing overall satisfaction of the good or the service (the focus here is on measurement scales); (ii) multidimensional measurement, that takes account of all the variables characterizing the CS complex concept. We analyze here compositive models (SERVQUAL) and PLS-Path Models. Finally, we provide some guidelines for possible developments