The Role of Customer Satisfaction in Business Success

Authors

  • Sevara Batirovna Sherbaeva ISFT Institute (student) Author

Keywords:

Kеywоrds: customer satisfaction, business success, customer loyalty, profitability, customer retention, service quality

Abstract

This article examines the role of customer satisfaction in business success. Customer satisfaction is analyzed as a strategic factor that influences repeat purchasing, customer loyalty, positive word of mouth, brand reputation, market share, profitability and long-term competitiveness. The article argues that satisfaction is not limited to the emotional reaction of a buyer after a transaction; it is a complex result of product quality, service quality, price fairness, communication, trust, complaint handling and the overall customer experience.

NINE muqovasi

Downloads

Published

2026-11-02

Issue

Vol. 3 No. 11 (2026): November 2026

Section

Articles

License

Copyright (c) 2026 The author(s)

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

How to Cite

The Role of Customer Satisfaction in Business Success. (2026). New Innovations in National Education, 3(11). https://reandpub.uz/nine/article/view/1361

References

Oliver R.L. A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions // Journal of Marketing Research. 1980. Vol. 17, No. 4. P. 460–469. DOI: 10.1177/002224378001700405.

Fornell C., Johnson M.D., Anderson E.W., Cha J., Bryant B.E. The American Customer Satisfaction Index: Nature, Purpose, and Findings // Journal of Marketing. 1996. Vol. 60, No. 4. P. 7–18. DOI: 10.1177/002224299606000403.

Anderson E.W., Fornell C., Lehmann D.R. Customer Satisfaction, Market Share, and Profitability: Findings from Sweden // Journal of Marketing. 1994. Vol. 58, No. 3. P. 53–66. DOI: 10.1177/002224299405800304.

Hallowell R. The Relationships of Customer Satisfaction, Customer Loyalty, and Profitability: An Empirical Study // International Journal of Service Industry Management. 1996. Vol. 7, No. 4. P. 27–42. DOI: 10.1108/09564239610129931.

Reichheld F.F., Sasser W.E. Jr. Zero Defections: Quality Comes to Services // Harvard Business Review. 1990. Vol. 68, No. 5. P. 105–111.

Heskett J.L., Jones T.O., Loveman G.W., Sasser W.E. Jr., Schlesinger L.A. Putting the Service-Profit Chain to Work // Harvard Business Review. 1994. Vol. 72, No. 2. P. 164–174.