Customer satisfaction measurement in the private bank sectorCustomer satisfaction measurement in the private bank sector Peer-Reviewed Journal Publication Δημοσίευση σε Περιοδικό με Κριτές 2015-11-082001enCustomer satisfaction represents a modern approach for quality in enterprises and organisations and serves the development of a truly customer-focused management and culture. Measuring customer satisfaction offers an immediate, meaningful and objective feedback about clients’ preferences and expectations. In this way, company’s performance may be evaluated in relation to a set of satisfaction dimensions that indicate the strong and the weak points of a business organisation. This paper presents an original customer satisfaction survey in the private bank sector. The implemented methodology is based on the principles of multicriteria analysis and preference disaggregation modelling. The most important results are focused on the determination of the critical service dimensions and the segmentation to customer clusters with distinctive preferences and expectations.http://creativecommons.org/licenses/by/4.0/European Journal of Operational Research1302347-360 Mihelis G. Grigoroudis Evangelos Γρηγορουδης Ευαγγελος Siskos, Yannis Politis Ioannis Πολιτης Ιωαννης Malandrakis, Yannis Elsevier Multicriteria analysis Preference disaggregation Ordinal regression Customer satisfaction analysis