Proposed verification method for the content suitability of the customer satisfaction survey

Volume: 106, Issue: 6, Pages: 841 - 854
Published: Jul 1, 2006
Abstract
Purpose – To address multiple problems facing a company's top management with respect to the customer satisfaction survey. Is the customer satisfaction survey still suitable after many years of use? What method should be applied to help ensure better utilization of information from the customer satisfaction survey? Should the three aspects (i.e. quality, delivery, and responsiveness) representing the customer satisfaction continue to be used as...
Paper Details
Title
Proposed verification method for the content suitability of the customer satisfaction survey
Published Date
Jul 1, 2006
Volume
106
Issue
6
Pages
841 - 854
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