Overview
- First book to present a comprehensive discussion of the customer satisfaction evaluation problem
- Presents state-of-the-art breakthroughs in customer satisfaction analysis
- Introduces MUSA (MUlticriteria Satisfaction Analysis) – a multicriteria method for measuring and analyzing customer satisfaction
- Includes supplementary material: sn.pub/extras
Part of the book series: International Series in Operations Research & Management Science (ISOR, volume 139)
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Table of contents (9 chapters)
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Front Matter
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Back Matter
Keywords
About this book
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).
Authors and Affiliations
Bibliographic Information
Book Title: Customer Satisfaction Evaluation
Book Subtitle: Methods for Measuring and Implementing Service Quality
Authors: Evangelos Grigoroudis, Yannis Siskos
Series Title: International Series in Operations Research & Management Science
DOI: https://doi.org/10.1007/978-1-4419-1640-2
Publisher: Springer New York, NY
eBook Packages: Business and Economics, Business and Management (R0)
Copyright Information: Springer-Verlag US 2010
Hardcover ISBN: 978-1-4419-1639-6Published: 24 November 2009
Softcover ISBN: 978-1-4614-2502-1Published: 25 February 2012
eBook ISBN: 978-1-4419-1640-2Published: 07 November 2009
Series ISSN: 0884-8289
Series E-ISSN: 2214-7934
Edition Number: 1
Number of Pages: X, 308
Number of Illustrations: 129 b/w illustrations
Topics: Sales/Distribution, Operations Research/Decision Theory, Operations Research, Management Science, Business and Management, general