customer satisfaction literature review doc

• DOI: 10.21474/ijar01/9733
• Corpus ID: 209967020

A THOROUGH LITERATURE REVIEW OF CUSTOMER SATISFACTION DEFINITION, FACTORS AFFECTING CUSTOMER SATISFACTION AND MEASURING CUSTOMER SATISFACTION.

• Razafimanjary MaminiainaAimee
• Published in International Journal of… 30 September 2019

17 Citations

Analytic hierarchy process (ahp) analysis on customer satisfaction of the bakeshops: a case of first class municipalities in cebu philippines, faktor-faktor yang mempengaruhi kepuasan pelanggan, investigating the impact of website quality on user satisfaction in idn times news website, determination of customer loyalty in the international cargo company, development of customer loyalty model on online transportation service: a case study in indonesia, the role of electronic marketing in achieving customer of telecommunications satisfaction, an exploratory study of the opinions of a sample of customers, marketing mix strategies toward customer satisfaction of yufiro coffee in tanza, cavite: basis for enhancement plan of marketing mix strategies, adopting data mining and social media analytics to achieve customer satisfaction, loyalty survey based on net promoter score in a tertiary hospital in indonesia, service quality and customer satisfaction towards rhett's printing service in bagtas, tanza cavite: basis for service enhancement plan, 65 references, the effects of product quality on customer satisfaction and loyalty: evidence from malaysian engineering industry, effect of product quality and price on customer loyalty through customer satisfaction, customer satisfaction and loyalty in the united arab emirates banking industry, service quality, client satisfaction and loyalty towards audit firms: perceptions of malaysian public listed companies, service quality and customer satisfaction of a uae-based airline: an empirical investigation, the determinant of customer satisfaction that gives the effect of word of mouth in pt. bpr krisna yuna dana,gianyar bali, product and service quality analysis: an empirical study of customer satisfaction in a bakery.

• Highly Influential

Customer satisfaction management in Italian banks

Service quality, customers’ satisfaction and the moderating effects of gender: a study of arabic restaurants, a comparison study of customer satisfaction between the ups and fedex: an empirical study among university customers, related papers.

Showing 1 through 3 of 0 Related Papers

Software Development and Customer Satisfaction: A Systematic Literature Review

• Conference paper
• First Online: 08 October 2019
• Cite this conference paper

• Rozaliya Amirova 12 ,
• Ilya Khomyakov 12 ,
• Ruzilya Mirgalimova 12 &
• Alberto Sillitti 12  

Part of the book series: Lecture Notes in Computer Science ((LNPSE,volume 11771))

Included in the following conference series:

• International Conference on Objects, Components, Models and Patterns

1103 Accesses

1 Citations

Background: Customer satisfaction is one of the vital components of a successful software company. It is not possible to develop successful products with functional and/or non-functional properties that are not able to satisfy the customer’s needs. To this end, it is important to identify factors that affect customer satisfaction and approaches to measure them also in relation with the adopted development methodology.

Goals: The purpose of this work is to provide an extensive investigation of the existing studies related to evaluation of customer satisfaction and analyze them.

Method: The Systematic Literature Review approach was applied. We have identified an initial set of 310 studies obtained from the three largest digital libraries that was reduced to 34 after the application of a number of filters. These studies were analyzed in depth in this paper.

Results: The analysis performed points out that in the majority of the identified studies, one of the main factor that affects customer satisfaction is related to the application of Agile Software Development approaches due to their deep involvement of the customer in the development process.

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Subscribe and save.

• Get 10 units per month
• Download Article/Chapter or eBook
• 1 Unit = 1 Article or 1 Chapter
• Cancel anytime
• Available as PDF
• Read on any device
• Instant download
• Own it forever
• Available as EPUB and PDF
• Compact, lightweight edition
• Dispatched in 3 to 5 business days
• Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Institutional subscriptions

Similar content being viewed by others

Measuring Customer Satisfaction on Software-Based Products and Services: A Requirements Engineering Perspective

Quality Attributes in Practice: Contemporary Data

Understanding the relationship between Kano model’s customer satisfaction scores and self-stated requirements importance

Bakalova, Z., Daneva, M.: A comparative case study on clients participation in a ‘traditional’ and in an agile software company. In: 12th International Conference on Product Focused Software Development and Process Improvement (PROFES 2011), Torre Canne, Brindisi, Italy (2011)

Google Scholar  

Beck, K.: Embracing change with extreme programming. IEEE Comput. 32 (10), 70–77 (1999)

Article   Google Scholar  

Bhalerao, S., Ingle, M.: Analysing the modes of communication in agile practices. In: 3rd International Conference on Computer Science and Information Technology, Chengdu, China (2010)

Cartaxo, B., Araújo, A., Sá Barreto, A., Soares, S.: The impact of scrum on customer satisfaction: an empirical study. In: 27th Brazilian Symposium on Software Engineering, Brasilia, Brazil (2013)

Coman, I., Sillitti, A.: An empirical exploratory study on inferring developers’ activities from low-level data. In: 19th International Conference on Software Engineering and Knowledge Engineering (SEKE 2007), Boston, MA, USA, 9–11 July 2007

Coman, I.D., Sillitti, A., Succi, G.: Investigating the usefulness of pair-programming in a mature agile team. In: Abrahamsson, P., Baskerville, R., Conboy, K., Fitzgerald, B., Morgan, L., Wang, X. (eds.) XP 2008. LNBIP, vol. 9, pp. 127–136. Springer, Heidelberg (2008). https://doi.org/10.1007/978-3-540-68255-4_13

Chapter   Google Scholar  

Coman, I., Sillitti, A.: Automated identification of tasks in development sessions. In: 16th IEEE International Conference on Program Comprehension (ICPC 2008), Amsterdam, The Netherlands, 10–13 June 2008

Corral, L., Sillitti, A., Succi, G.: Software development processes for mobile systems: is agile really taking over the business? In: 1st International Workshop on Mobile-Enabled Systems (MOBS 2013) at ICSE 2013, San Francisco, CA, USA, 25 May 2013

Coman, I., Robillard, P.N., Sillitti, A., Succi, G.: Cooperation, collaboration and pair-programming: field studies on backup behavior. J. Syst. Softw. 91 (5), 124–134 (2014)

Corral, L., Sillitti, A., Succi, G.: Software assurance practices for mobile applications. Computing 97 (10), 1–22 (2014)

Corvello, V., Verteramo, S.: The role of the customer in the adoption of agile software development methodologies. In: 8th Mediterranean Conference on Information Systems, Verona, Italy (2014)

Farris, P.W., Bendle, N.T., Pfeifer, P.E., Reibstein, D.J.: Marketing Metrics: The Definitive Guide to Measuring Marketing Performance. Pearson Education, London (2010)

Grisham, P.S., Perry, D.E.: Customer relationships and extreme programming. In: 2005 Workshop on Human and Social Factors of Software Engineering, St. Louis, MO, USA (2005)

Hanssen, G.K., Faegri, T.E.: Agile customer engagement: a longitudinal qualitative case study. In: 2006 ACM/IEEE International Symposium on Empirical Software Engineering, Rio de Janeiro, Brazil (2006)

Highsmith, J., Cockburn, A.: Agile software development: the business of innovation. IEEE Comput. 34 (9), 120–122 (2001)

Hollender, M., Rudin, M.: Customer focus, TQM and usability engineering in the development of complex interactive software products. In: Conference TQM and Human Factors, Linkoeping, Sweden (1999)

Holmstrom Olsson, H., Bosch, J., Alahyari, H.: Customer-specific teams for agile evolution of large-scale embedded systems. In: 39th EUROMICRO Conference Software Engineering and Advanced Applications (SEAA), Santander, Spain (2013)

Huijgens, H., van Deursen, A., van Solingen, R.: The effects of perceived value and stakeholder satisfaction on software project impact. Inf. Softw. Technol. 89 , 18–36 (2017)

Jeon, S., Han, M., Lee, E., Lee, K.: Quality attribute driven agile development. In: 9th International Conference on Software Engineering Research, Management and Applications, Baltimore, MD, USA (2011)

Kautz, K.: Customer and user involvement in agile software development. In: Abrahamsson, P., Marchesi, M., Maurer, F. (eds.) XP 2009. LNBIP, vol. 31, pp. 168–173. Springer, Heidelberg (2009). https://doi.org/10.1007/978-3-642-01853-4_22

Khalaf, S.J., Maria, K.A.: An empirical study of XP: the case of Jordan. In: International Conference on Information and Multimedia Technology, Jeju Island, South Korea (2009)

Klein, H., Canditt, S.: Using opinion polls to help measure business impact in agile development. In: 1st International Workshop on Business Impact of Process Improvements, Leipzig, Germany (2008)

Kohlbacher, M., Stelzmann, E., Maierhofer, S.: Do agile software development practices increase customer satisfaction in Systems Engineering projects? In: IEEE International Systems Conference, Montreal, QC, Canada (2011)

Layman, L.: Empirical investigation of the impact of extreme programming practices on software projects. In: 19th Annual ACM SIGPLAN Conference on Object-Oriented Programming Systems, Languages, and Applications, Vancouver, BC, Canada (2004)

Lohan, G., Lang, M., Conboy, K.: Having a customer focus in agile software development. In: Pokorny, J., et al. (eds.) ISD2010, pp. 441–453. Springer, New York (2010). https://doi.org/10.1007/978-1-4419-9790-6_35

Mann, C., Maurer, F.: A case study on the impact of scrum on overtime and customer satisfaction. In: Agile Development Conference, Denver, CO, USA (2005)

Nikou, A., Chatzigiannakis, I.: Applying a customer centric development approach for web 2.0 applications. In: 19th Panhellenic Conference on Informatics, Athens, Greece (2015)

Pagrut, D.S.: Testing of changing requirement in an agile environment - a case study of telecom project. In: Testing: Academic and Industrial Conference Practice and Research Techniques - MUTATION (TAICPART-MUTATION 2007),, Windsor, UK (2007)

Rushinek, A., Rushinek, S.: Order processing and inventory control software related to computer user satisfaction: an interactive online evaluation system. ACM SIGSMALL Symposium on Small Systems, Danvers, MA, USA (1985)

Sauvola, T., et al.: Towards customer-centric software development a multiple-case study. In: 41st Euromicro Conference on Software Engineering and Advanced Applications, Funchal, Portugal (2015)

Trimble, J., Webster, C.: From traditional, to lean, to agile development: finding the optimal software engineering cycle. In: 46th Hawaii International Conference on System Sciences, Wailea, Maui, HI, USA (2013)

Vanhanen, J., Lehtinen, T.O.A., Lassenius, C.: Software engineering problems and their relationship to perceived learning and customer satisfaction on a software capstone project. J. Syst. Softw. 137 , 50–66 (2018)

Wang, X., Wu, Z., Zhao, M.: The relationship between developers and customers in agile methodology. In: International Conference on Computer Science and Information Technology, Singapore (2008)

Welo, T., Ringen, G.: Customer-focused development practices in Systems Engineering companies: a case study across industry sectors. In: Annual IEEE Systems Conference (SysCon), Orlando, FL, USA (2016)

Xinhui, C., Zhanglin, Z.: On customer knowledge acquisition in agile development method of software project (2012)

Download references

Author information

Authors and affiliations.

Innopolis University, Innopolis, Russian Federation

Rozaliya Amirova, Ilya Khomyakov, Ruzilya Mirgalimova & Alberto Sillitti

You can also search for this author in PubMed   Google Scholar

Corresponding author

Correspondence to Alberto Sillitti .

Editor information

Editors and affiliations.

Innopolis University, Innopolis, Russia

Manuel Mazzara

IUT de Blagnac , Blagnac, France

Jean-Michel Bruel

Bertrand Meyer

Ivannikov Institute for System Programming, Russian Academy of Sciences, Moscow, Russia

Alexander Petrenko

Rights and permissions

Reprints and permissions

Copyright information

© 2019 Springer Nature Switzerland AG

About this paper

Cite this paper.

Amirova, R., Khomyakov, I., Mirgalimova, R., Sillitti, A. (2019). Software Development and Customer Satisfaction: A Systematic Literature Review. In: Mazzara, M., Bruel, JM., Meyer, B., Petrenko, A. (eds) Software Technology: Methods and Tools. TOOLS 2019. Lecture Notes in Computer Science(), vol 11771. Springer, Cham. https://doi.org/10.1007/978-3-030-29852-4_11

Download citation

DOI : https://doi.org/10.1007/978-3-030-29852-4_11

Published : 08 October 2019

Publisher Name : Springer, Cham

Print ISBN : 978-3-030-29851-7

Online ISBN : 978-3-030-29852-4

eBook Packages : Computer Science Computer Science (R0)

Share this paper

Anyone you share the following link with will be able to read this content:

Sorry, a shareable link is not currently available for this article.

Provided by the Springer Nature SharedIt content-sharing initiative

• Publish with us

Policies and ethics

• Find a journal
• Track your research

Measuring customer satisfaction: A literature review

Dspace repository.

Contact Us | Language: čeština English

• DSpace Home
• Článek ve sborníku
• Fakulta managementu a ekonomiky

Files in this item

ČSN ISO 690:2011 citation

Related articles.

Showing items related by title, author, creator and subject.

•  The development of customers' satisfaction in the banking sector of Slovakia in the turbulent economic environment Belás, Jaroslav ; Homolka, Lubor ( Mendelova zemědělská a lesnická univerzita v BrněMendel University of Agriculture and Forestry Brno , 2013 )
•  The relationship among customer satisfaction, loyalty and financial performance of commercial banks Bélas, Jaroslav ; Gabčová, Lenka ( Technická univerzita v Liberci , 2016 )
•  How do women and men feel some aspects of satisfaction and loyalty in banking sector? A case study from the Czech Republic Chochoľáková, Anna ; Gabčová, Lenka ( Univerzita Tomáše Bati ve Zlíně (UTB)Tomas Bata University in Zlín , 2015 )

Search DSpace

All of dspace.

• Communities & Collections
• By Issue Date
• Local authors
• Publication

This Collection

• View Usage Statistics

Academia.edu no longer supports Internet Explorer.

To browse Academia.edu and the wider internet faster and more securely, please take a few seconds to  upgrade your browser .

Enter the email address you signed up with and we'll email you a reset link.

• We're Hiring!
• Help Center

Relational Marketing and Customer Satisfaction: A Systematic Literature Review

2023, Estudios Gerenciales

Relationship marketing reflects a business philosophy and strategic orientation that allows companies to focus on satisfying the needs of current customers to retain them rather than acquiring new ones. This investigation analyzes how the relationship between relationship marketing and customer satisfaction is processed. In this sense, a systematic review of the bibliometric literature was carried out based on 61 scientific articles published in the Scopus™ database. The literature review reveals that relationship marketing influences customer satisfaction in several ways. It is concluded that personalizing the service and the product is fundamental in building long-lasting and successful relationships and increasing customer satisfaction. In addition, relationship marketing builds trust and commitment, resulting in higher customer satisfaction and willingness to participate in mutually beneficial relationships. Finally, we classify future research agendas into three broad categories: the impact of emerging technologies on customer satisfaction; the role of personalization and customization in relationship marketing and its impact on customer satisfaction; and the relationship between sustainability, ethical practices, and customer satisfaction.

Related Papers

Binus Business Review

Deborah Aka

This article examined the existing body of literature on transaction and relationship marketing. The specific objectives were to develop a conceptual framework to establish the relationship between relationship marketing and customer satisfaction and to examine the components of relationship marketing on the present ever dynamic world of business. The study identified relationship marketing variables and their impact on customer satisfaction. The framework aimed to provide insights into the studies on relationship marketing factors such as trust, commitment, communication, and service quality influence on customer satisfaction. The model provided a basis for empirical studies on the factors of relationship marketing and outcomes of customer satisfaction in developing nations. The study recommends that relationship marketing dimensions such as building customer’s trust, commitment to customers, communication, and service quality should be properly managed and maintained by service pr...

Econometric Reviews

Jadranka Ivankovic

The purpose of this article is to analyse current literature and theoretical point of views about appropriateness of traditional and relationship marketing in hypercompetitive environment of mature markets. Review of literature provides insights into main characteristics of different schools of thought about relationship marketing. Conceptual framework of value creation and delivery to customers is exhibited. Three schools of thought and a number of different conceptual/research models for managing customer satisfaction are found. Research models for identifi cation key areas for improvement of customer satisfaction are prerequisite for managing customers’ loyalty and retention. Topic is actual and interesting for practitioners since traditional marketing approach is getting less effective and general model of relationship marketing has not been defi ned yet. Directions for further research are suggested. On academics, researchers and practitioners are challenges of adjustment and i...

Journal of Service Research

Kevin Gwinner

Dr Palto Datta FCIM, FRSA, CMBE, FHEA

Emanuel Poli

Studies in Business and Economics

Joaquim Casaca

Relationship marketing is the process of establishing, maintaining, and improving solid relationships with a company's customers and other stakeholders. Relationship marketing can significantly impact customer satisfaction, trust, commitment, and communication, which are critical in customer retention and increasing the probability of using a company's products or services in the future. With globalization and technological advancements, competition and consumer demands have become more complicated, prompting firms to employ strategies that strengthen customer loyalty and trust for long-term relationships. This paper aims to identify research trends in the field through a systematic bibliometric literature review of research on relationship marketing and customer retention. The review includes 61 articles published in the Scopus® database, presenting up-to-date knowledge on the topic. The bibliographic search included peer-reviewed articles published up to 2022. The findings indicate that relationship marketing provides a win-win solution: customers benefit from special and unique treatment under relationship marketing, and companies benefit from stronger customer relationships that eventually translate to higher profitability and performance in target markets' marketing initiatives. Relationship marketing produces multiple opportunities and benefits that facilitate the creation, maintenance, and improvement of customer retention programs.

Research Papers Faculty of Materials Science and Technology Slovak University of Technology

Jaromíra Vaňová

In fact, all demands and advances in customer satisfaction are the result of the technology and company developments. The companies that accept this and constantly create value for the customer provide a competitive advantage for themselves and for both sides the business potential. Getting new customers can be a very expensive process. This process includes considerable marketing costs such as advertising costs, sales promotion costs, PR, seller time costs etc. Therefore, every customer represents an investment for company. It has been proven that if a company treats its customers properly and they are loyal for a long time, they will bring more and more profits to the company every year. In this article, we focus on the relationship marketing that focuses on customer loyalty. Effective relationship marketing involves a variety of overlapping strategies and technologies that help foster a deeper, long-term relationship with current and prospective customers.

6th National Conference on Humanities and Management Studies

Sirous Keshavarz

The main objective of the present study was to explore the mediating role of customer satisfaction in the relation between relationship marketing and customer loyalty. To this end, a descriptive-correlation research method of the survey type was used. The research population included customers of 3, 4, and 5 star hotels of Shiraz, of whom 384 customers were selected as the respondents in the research sample using Morgan table. The instruments used to collected data were standardized questionnaires including Relationship Marking Questionnaire, Caruana’s (2002) Customer Loyalty Questionnaire, and Gilbert’s (2000) Customer Satisfaction Inventory. The data collected through administering the questionnaires were analyzed using factorial analysis by LISREL and Pearson correlation and regression coefficients were estimated using SPSS. The results of the study suggested that relationship marketing and its components affected customer loyalty in selected hotels in Shiraz.

International Journal of Scientific Management and Development

In recent years, banking industry has witnessed extreme competition along with numerous opportunities and threats. In such completion, those banks can win that acquire more market share with the lowest costs. It requires formulating and executing proper marketing strategies. Relationship marketing approach is an effective strategy in keeping the competitive situation and success of organizations. The main purpose of present paper is to study the impacts of relationship marketing aspects on banks’ customer satisfaction. It tests six hypotheses. Noteworthy, present study is a causal research in terms of its method and nature while it is a survey in terms of execution and an applied one in terms of purpose. It uses structural equation modeling to study the relations between model components. Its population consists of the customers of Qom banks in 2011. To meet research aims, 300 questionnaires were distributed among the customers of Qom banks of which 270 ones were analyzed. Except than the impact by relationships and empathy on customer satisfaction, other hypotheses are supported. The results indicate that using relationship marketing strategy in banks leads into customers’ satisfaction and gratification.

Journal of Marketing

Robert Palmatier

Loading Preview

Sorry, preview is currently unavailable. You can download the paper by clicking the button above.

RELATED PAPERS

Shahram Gilaninia

Heber Luis Olavarría Benavides

Christian Kowalkowski

Kim McKeage

Journal of Business & Economics Research (JBER)

Hudson Nwakanma

Science Journal of Business and Management

Hassan Bashir

Mohammadbagher aali , Mohammadbagher Aali , Hadi Kheirollahi

Anurag Patnaik

Atul Parvatiyar

Journal of the Academy of Marketing Science

Rita Novais

Arne Floh , Horst Treiblmaier

Journal of Economic Sociology

Jagdish N Sheth

Journal of the Academy of marketing science

Marsha Situmorang

Maani Sharma

Journal of Relationship Marketing

Ewa Adamczyk

Market-Tržište

Khandoker Mosiur Rahman

Tungamirai Mubaiwa

Asma Bouguerra

IJMSBR Open Access Journal , Giuseppe Granata

Jurnal Pengurusan

firdaus abdullah

Daniel Gardan

SEA: Practical Application of Science

Florin-Alexandru Luca

Carlos Melo Brito

International Business Research

Song Bee Lian

RELATED TOPICS

•   We're Hiring!
•   Help Center
• Find new research papers in:
• Health Sciences
• Earth Sciences
• Cognitive Science
• Mathematics
• Computer Science
• Academia ©2024

Literature Review on Customer Satisfaction

• January 2017

• Sage University, Indore, India

Discover the world's research

• 25+ million members
• 160+ million publication pages
• 2.3+ billion citations

No full-text available

To read the full-text of this research, you can request a copy directly from the author.

• Yingying Jiang
• Pithoon Thanabordeekij

• James H. Drew
• Jacob Jacoby
• David B. Kyner

• Richard N. Cardozo

• Armstrong Kotler
• Abraham Koshy
• Mithiledhwar Jha
• Andrian Palmer
• Steven Bonacorsi
• David Clutterbuck
• Susan Kernaghan
• J MARKETING RES
• Diane Bathgate
• Recruit researchers
• Join for free
• Login Email Tip: Most researchers use their institutional email address as their ResearchGate login Password Forgot password? Keep me logged in Log in or Continue with Google Welcome back! Please log in. Email · Hint Tip: Most researchers use their institutional email address as their ResearchGate login Password Forgot password? Keep me logged in Log in or Continue with Google No account? Sign up