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Customer Satisfaction Evaluation
Buch
Buch
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Fachbuch
2009

Customer Satisfaction Evaluation

Methods for Measuring and Implementing Service Quality

ISBN
EAN
978-1-4419-1639-6
9781441916396
Artikel-Nr.
N52ND38
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CHF 237.00
CHF
205.77
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1
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5
Arbeitstage
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04.10.2021
speech-bubble-svg Beschreibung

This important new work provides a comprehensive discussion of the customer satisfaction evaluation problem by presenting an overview of the existing methodologies as well as the development and implementation of an original multicriteria method dubbed MUSA (MUlticriteria Satisfaction Analysis). The chief objective of MUSA is the development of a model able to evaluate the level of customer satisfaction both globally and partially for each of the characteristics or attributes of the product or service being considered. Furthermore, the method aims at providing an integrated set of results capable of analyzing customer needs and expectations and to justify their satisfaction level. And finally, the book examines the development of a decision support tool to help understand and apply results.

Individual chapters consider the customer satisfaction problem, presenting the various quantitative and related consumer behavioral models; quality-based approaches; the MUSA method and its extensions and advanced topics; customer satisfaction surveys and barometers; applications of the MUSA method in real-world customer satisfaction surveys; and different information technology approaches related to customer satisfaction.

Customer Satisfaction Evaluation: Methods for Measuring and Implementing Service Quality is intended for researchers and practitioners in marketing, quality management, service management, and anyone interested in applications of Multicriteria Decision Analysis (MCDA).

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Stichwörter
Customer satisfaction
Multicriteria Analysis
Operations Research
Service Quality
customer satisfaction evaluation
linear optimization
multi-criteria decision analysis
Zielgruppe
Research
Inhaltsverzeichnis
Basic Methodological Approaches.- Other Methodological Approaches.- MUSA: Multicriteria Satisfaction Analysis.- Extensions of the MUSA Method.- Advanced Topics on the MUSA Method.- Customer Satisfaction Surveys and Barometers.- Applications in Business Organizations.- Customer Satisfaction and Information Systems.
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Herausgeber/-innen
Publikation
Vereinigte Staaten
24.11.2009
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Sprache
Englisch
book-svg Format
Hardcover
308 Seiten
24.4 cm
(Höhe)
16.4 cm
(Breite)
2.8 cm
(Tiefe)
628 g
(Gewicht)
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