Customer Satisfaction Evaluation: Methods for Measuring and Implementing Service Quality

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Evangelos Grigoroudis Yannis Siskos

Customer Satisfaction Evaluation

Methods for Measuring and Implementing Service Quality

Evangelos Grigoroudis, Yannis Siskos

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English

Springer-Verlag New York Inc.
24 November 2009

Market research; Operational research; Linear programming

Series: International Series in Operations Research & Management Science

Summary
Details

The customer orientation philosophy of modern business organizations and the implementation of the main principles of continuous improvement, justifies the importance of evaluating and analyzing cust omer satisfaction. In fact, customer satisfaction isconsidere d today as a baseline standard of performance and a possi ble standardo f excellence forany business organization. Extensive research has defined several alternative approaches, which examine the customer satisfaction evaluation prob lem from very different perspectives. These approaches include simple quantitative tools, statistical and data analysis techniques, consumer behavioral models, etc. and adopt the following main prin ciples:
* The data of the problem are based on th e customers' judgments and are directly collected from them.
* This is a multivariate evaluation problem given that customer's overall satisfac tion depends on a setof variables representing product/service characteristic dimensions.
* Usually, an additive formula is used in order to aggregate partial evaluations in ano verall satisfaction measure. Many of the aforementioned approaches don ot consider the qualitative form of customers' judgments, although this information constitutes the main satisfaction input data. Furthermore, insev eral cases , the measurements are not sufficient enough to analyze in detail customer sa tisfaction because models' results are mainly focused on a simple descriptive analysis.

By: Evangelos Grigoroudis, Yannis Siskos
Imprint: Springer-Verlag New York Inc.
Country of Publication: United States
Edition: 2010 ed.
Volume: 139
Dimensions: Height: 235mm, Width: 155mm, Spine: 19mm
Weight: 1.400kg
ISBN: 9781441916396
ISBN 10: 1441916393
Series: International Series in Operations Research & Management Science
Pages: 308
Publication Date: 24 November 2009
Audience: Professional and scholarly , Undergraduate
Format: Hardback
Publisher's Status: Active