CEO Perception of Customer Satisfaction: An Empirical Study (Chief Executive Officers‪)‬

ABSTRACT This paper examines chief executive officers' perceptions relative to customer satisfaction. Additionally, customers of the chief executive officers' banks were asked to indicate their expectations concerning customer satisfaction. First, a survey was sent to chief executive officers from 60 banks, with 41 banks responding. Subsequently, 150 surveys were sent to each of the 41 responding banks for random distribution to each tenth customer who came to the lobby or motor bank. Both customers and chief executive officers were surveyed in the three major population areas of Texas (Houston, Dallas-Ft. Worth, and Austin-San Antonio). 'The research included both urban and rural banks within the three major population areas. Significant evidence of the disparity between chief executive officers' perceptions concerning customer satisfaction and that of the customers' actual expectations was noted..