Measuring and Developing Customer Satisfaction – By Balanced Critical Factor Index

The Value of Measuring Customer Satisfaction

Firms in multiple industries collect customer satisfaction data to measure service performance. Increasingly, however, many firms are now able to collect objective service performance data as well. This raises the question of whether measuring customer satisfaction is valuable to firms when objective service performance data are available. The authors answer this question via the use of unique ...

Fuzzy Linguistic for Measuring Customer Satisfaction

Customers’ satisfaction is one of the very important keys in ever challenging market. There are many approaches that have been used to evaluate customers satisfaction. This paper proposes an evaluation of customer satisfaction from the perceived service quality using fuzzy linguistic. A twenty three-item questionnaire was distributed to thirty four judges who being asked about the services prov...

Measuring Customer Satisfaction: Must or Not?

Customer satisfaction and measurement issues have vital roles for businesses in providing and maintaining a competitive advantage. It is recognized that the businesses forming components of marketing mix by acknowledging the customers’ expectations, receive customer loyalty and profit in return. Via measuring customer satisfaction, organizations do not only have customer knowledge also have com...

Customer Satisfaction and Effective HRM Policies: Customer and Employee Satisfaction

The purpose of this study is to examine the possible link between employee and customer satisfaction. The service provided by employees, help to build a good relationship with customers and can help at increasing their loyalty. Published data for job satisfaction and indicators of customer services of banks were gathered from relevant published works which included data from five different coun...

The American Customer Satisfaction Index (ACSI) Technology: A Methodological Primer