The Drivers of Customer Satisfaction and Loyalty. The Case of Denmark 2000–2002

By Jacob K. Eskildsen, Kai Kristensen, Hans JØrn Juhl, Peder Østergaard. 2004

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Service quality in a higher education context: an integrated model (2012, background): “The extant studies suggest that the critical determinant of perceived satisfaction is perceived quality (Carlson and O’Cass, 2010; Cronin et al., 2000; Eskildsen et al., 2004; Fornell et al., 1996; Gounaris et al., 2010).”
Customer satisfaction, corporate image, and service quality in professional services (2010, background): “The quality of the service delivered has a particularly significant impact on customer satisfaction (Eskildsen et al., 2004).”
Antecedents and consequences of service quality in a higher education context: A qualitative research approach (2013, background): “These studies suggested that the critical determinant of perceived satisfaction is perceived quality (see, for example, Cronin et al., 2000; Eskildsen et al., 2004; Fornell et al., 1996).”
Green product quality, green corporate image, green customer satisfaction, and green customer loyalty (2010, background): “The product quality had a direct impact on performance, and was closely linked to customer satisfaction, customer loyalty, and repurchase intentions (Mittal and Walfried, 1998; Eskildsen et al., 2004).”