An index method for measurement of customer satisfaction

Volume: 16, Issue: 1, Pages: 57 - 66
Published: Feb 1, 2004
Abstract
Customer satisfaction (CS) has become an important issue for commercial and public service organisations. Companies win or lose based on what percentage of their customers they can keep. Success is largely about retention of customers, which again depends on CS level. It would be a great help to be able to comprehensively measure the quality of product and service, by relating the measures of quality to real customer behaviour. Some companies...
Paper Details
Title
An index method for measurement of customer satisfaction
Published Date
Feb 1, 2004
Volume
16
Issue
1
Pages
57 - 66
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