For instace if i would like to know the relationship between customer satisfaction and service quality, leadership, information technology implementation, corporate culture?
A variable is something that changes in response to a change in something else. This is easy to conceptualize in physics or mathematics and more difficult in business because the relationship is more complex and more difficult to measure.
Take sales and marketing: Customer satisfaction results from post sales servicing and follow-up. These might be considered the inputs that influence an output variable called "customer satisfaction". Most people would say that increasing post sales servicing and follow-up will increase customer satisfaction to a point. But how much is enough and when do you become a "pest"? What is the cost of the input variables and where do the additional revenues from satisfaction equal the increased costs? This is what is tricky to determine. |
