Customer Satisfaction

✍ Scribed by Hartini Ahmad; Mahmoud Allan

• Publisher: Universiti Utara Malaysia
• Year: 2014
• Tongue: English
• Leaves: 84
• Edition: 1
• Category: Library

✦ Synopsis

This book is written to guide readers on every aspect of customer satisfaction based on a contextualised approach and to assist in improving the service quality. It is intended as a reference in measuring customer satisfaction in a more holistic way, not only in healthcare sector but also in banking, tourism and hospitality sectors. This book provides readers with a guide on how to develop an instrument to measure customer satisfaction in different service sectors.Readers will understand how important customer-oriented is to increase customer satisfaction which subsequently helps to minimise the operation costs for organisation to sustain. This book is also suitable as a reference to private hospitals' policy makers, managers, decision makers and strategic planners on how best to utilise the proposed model in enhancing their customer satisfaction and loyalty.

✦ Subjects

Customer services.