Customer Satisfaction as a Strategic Indicator of Organizational Success: From Service to Loyalty

References

[1] Mittal, V. (2010). Customer Satisfaction: A Strategic Review and Guidelines for Managers. SSRNBalto. (2025). CSAT vs NPS vs CES: Key Differences & When to Use EachOmniconvert. (2025). Understanding Customer Feedback: NPS vs CSAT vs CESSheth, J. N. (2023). The Growing Importance of Customer-Centric Support. ScienceDirectRetently. (2025). NPS, CSAT and CES - Customer Satisfaction Metrics to Improve CXSAP News. (2025). Customer Experience & Competitive AdvantageThiagarajan, S. (2022). Influence of Service Quality on Customer Loyalty via Satisfaction. Journal of Services MarketingKhadka, K. (2017). Customer Satisfaction and Customer Loyalty. Thesis, University of Applied SciencesGiró Manzano, P. (2021). Customer Satisfaction Measurement. Open Access ThesisBenchmarkEmail. (2024). Customer Experience as a Competitive AdvantageThinkWOW. (2025). How to Achieve Competitive Advantage through Customer Experience

[2] SANTOS,Hugo;PESSOA,EliomarGotardi.Impactsofdigitalizationontheefficiencyandqualityofpublicservices:Acomprehensiveanalysis.LUMENETVIRTUS,[S.l.],v.15,n.40,p.44094414,2024.DOI:10.56238/levv15n40024.Disponívelem:https://periodicos.newsciencepubl.com/LEV/article/view/452.Acessoem:25jan.2025.

[3] Freitas,G.B.,Rabelo,E.M.,&Pessoa,E.G.(2023).Projetomodularcomreaproveitamentodecontainermaritimo.BrazilianJournalofDevelopment,9(10),28303–28339.https://doi.org/10.34117/bjdv9n10057

[4] Freitas,G.B.,Rabelo,E.M.,&Pessoa,E.G.(2023).Projetomodularcomreaproveitamentodecontainermaritimo.BrazilianJournalofDevelopment,9(10),28303–28339.https://doi.org/10.34117/bjdv9n10057

[5] Pessoa,E.G.,Feitosa,L.M.,ePadua,V.P.,&Pereira,A.G.(2023).EstudodosrecalquesprimáriosemumaterroexecutadosobreaargilamoledoSarapuí.BrazilianJournalofDevelopment,9(10),28352–28375.https://doi.org/10.34117/bjdv9n10059

[6] PESSOA,E.G.;FEITOSA,L.M.;PEREIRA,A.G.;EPADUA,V.P.Efeitosdeespéciesdealnaeficiênciadecoagulação,Alresidualepropriedadedosflocosnotratamentodeáguassuperficiais.BrazilianJournalofHealthReview,[S.l.],v.6,n.5,p.2481424826,2023.DOI:10.34119/bjhrv6n5523.Disponívelem:https://ojs.brazilianjournals.com.br/ojs/index.php/BJHR/article/view/63890.Acessoem:25jan.2025.

[7] SANTOS,Hugo;PESSOA,EliomarGotardi.Impactsofdigitalizationontheefficiencyandqualityofpublicservices:Acomprehensiveanalysis.LUMENETVIRTUS,[S.l.],v.15,n.40,p.44094414,2024.DOI:10.56238/levv15n40024.Disponívelem:https://periodicos.newsciencepubl.com/LEV/article/view/452.Acessoem:25jan.2025.

[8] Filho, W. L. R. (2025). The Role of Zero Trust Architecture in Modern Cybersecurity: Integration with IAM and Emerging Technologies. Brazilian Journal of Development, 11(1), e76836. https://doi.org/10.34117/bjdv11n1-060

[9] Oliveira, C. E. C. de. (2025). Gentrification, urban revitalization, and social equity: challenges and solutions. Brazilian Journal of Development, 11(2), e77293. https://doi.org/10.34117/bjdv11n2-010

[10] Pessoa, E. G. (2024). Pavimentos permeáveis uma solução sustentável. Revista Sistemática, 14(3), 594–599. https://doi.org/10.56238/rcsv14n3-012

[11] Filho, W. L. R. (2025). THE ROLE OF AI IN ENHANCING IDENTITY AND ACCESS MANAGEMENT SYSTEMS. International Seven Journal of Multidisciplinary, 1(2). https://doi.org/10.56238/isevmjv1n2-011

[12] Antonio, S. L. (2025). Technological innovations and geomechanical challenges in Midland Basin Drilling. Brazilian Journal of Development, 11(3), e78097. https://doi.org/10.34117/bjdv11n3-005

[13] Pessoa, E. G. (2024). Pavimentos permeáveis uma solução sustentável. Revista Sistemática, 14(3), 594–599. https://doi.org/10.56238/rcsv14n3-012

[14] Pessoa, E. G. (2024). Pavimentos permeáveis uma solução sustentável. Revista Sistemática, 14(3), 594–599. https://doi.org/10.56238/rcsv14n3-012

[15] Eliomar Gotardi Pessoa, & Coautora: Glaucia Brandão Freitas. (2022). ANÁLISE DE CUSTO DE PAVIMENTOS PERMEÁVEIS EM BLOCO DE CONCRETO UTILIZANDO BIM (BUILDING INFORMATION MODELING). Revistaft, 26(111), 86. https://doi.org/10.5281/zenodo.10022486

[16] Eliomar Gotardi Pessoa, Gabriel Seixas Pinto Azevedo Benittez, Nathalia Pizzol de Oliveira, & Vitor Borges Ferreira Leite. (2022). ANÁLISE COMPARATIVA ENTRE RESULTADOS EXPERIMENTAIS E TEÓRICOS DE UMA ESTACA COM CARGA HORIZONTAL APLICADA NO TOPO. Revistaft, 27(119), 67. https://doi.org/10.5281/zenodo.7626667

[17] Eliomar Gotardi Pessoa, & Coautora: Glaucia Brandão Freitas. (2022). ANÁLISE COMPARATIVA ENTRE RESULTADOS TEÓRICOS DA DEFLEXÃO DE UMA LAJE PLANA COM CARGA DISTRIBUÍDA PELO MÉTODO DE EQUAÇÃO DE DIFERENCIAL DE LAGRANGE POR SÉRIE DE FOURIER DUPLA E MODELAGEM NUMÉRICA PELO SOFTWARE SAP2000. Revistaft, 26(111), 43. https://doi.org/10.5281/zenodo.10019943

[18] Pessoa, E. G. (2025). Optimizing helical pile foundations: a comprehensive study on displaced soil volume and group behavior. Brazilian Journal of Development, 11(4), e79278. https://doi.org/10.34117/bjdv11n4-047

[19] Pessoa, E. G. (2025). Utilizing recycled construction and demolition waste in permeable pavements for sustainable urban infrastructure. Brazilian Journal of Development, 11(4), e79277. https://doi.org/10.34117/bjdv11n4-046

[20] Testoni, F. O. (2025). Niche accounting firms and the brazilian immigrant community in the U.S.: a study of cultural specialization and inclusive growth. Brazilian Journal of Development, 11(5), e79627. https://doi.org/10.34117/bjdv11n5-034

[21] Silva, J. F. (2025). Desafios e barreiras jurídicas para o acesso à inclusão de crianças autistas em ambientes educacionais e comerciais. Brazilian Journal of Development, 11(5), e79489. https://doi.org/10.34117/bjdv11n5-011

[22] Silva, E. N. da. (2025). Urban circular microfactories: local micro-plants for regenerative urban economies. Brazilian Journal of Development, 11(9), e82335. https://doi.org/10.34117/bjdv11n9-059

[23] DA SILVA, Eduardo Nunes. GREEN NANOTECHNOLOGY APPLIED TO CIRCULAR MANUFACTURING. LUMEN ET VIRTUS, [S. l.], v. 14, n. 32, 2024. DOI: 10.56238/levv14n32-029. Disponível em: https://periodicos.newsciencepubl.com/LEV/article/view/AEW09. Acesso em: 4 nov. 2025.

[24] Recycling of Rare Earth Elements Using Ionic Liquids for Regenerative Manufacturing. (2023). International Seven Journal of Multidisciplinary, 2(5). https://doi.org/10.56238/isevmjv2n5-037

@article{1711985,
      author = {Barbara Andrade Ferraz Martins Hoog},
      title = {Customer Satisfaction as a Strategic Indicator of Organizational Success: From Service to Loyalty},
      journal = {Iconic Research And Engineering Journals},
      year = {2022},
      volume = {5},
      number = {11},
      pages = {473-476},
      issn = {2456-8880},
      url = {https://www.irejournals.com/formatedpaper/1711985.pdf},
      abstract = {Customer satisfaction has emerged as a fundamental strategic indicator driving organizational success, bridging service quality to customer loyalty and competitive advantage. This article examines key customer satisfaction and experience metrics?Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES)?and discusses their integration within strategic business planning. Highlighting the synergistic use of these metrics, the article illustrates how monitoring and acting upon customer feedback enhances service processes and fosters loyalty, ultimately translating into measurable business growth. Empirical evidence underlines the efficacy of this approach, with satisfaction improvements from 65% to 87% demonstrating the value of customer-centric leadership. The evolving digital landscape further underscores the strategic imperative of embedding satisfaction metrics in organizational strategy to sustain competitive advantages.},
      keywords = {Customer Experience, Loyalty, Service Quality, Competitive Advantage, Customer Satisfaction Metrics, Strategic Planning.},
      month = {May},
  }