Customer Satisfaction Evaluation: Methods for Measuring and Implementing Service Quality

✍ Scribed by Evangelos Grigoroudis, Yannis Siskos (auth.)

• Publisher: Springer US
• Year: 2010
• Tongue: English
• Leaves: 318
• Series: International Series in Operations Research & Management Science 139
• Edition: 1
• Category: Library

✦ Synopsis

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).

✦ Table of Contents

Front Matter....Pages 1-10
Introduction....Pages 1-20
Basic Methodological Approaches....Pages 21-51
Other Methodological Approaches....Pages 53-90
MUSA: Multicriteria Satisfaction Analysis....Pages 91-121
Extensions of the MUSA Method....Pages 123-148
Advanced Topics on the MUSA Method....Pages 149-169
Customer Satisfaction Surveys and Barometers....Pages 171-216
Applications in Business Organizations....Pages 217-262
Customer Satisfaction and Information Systems....Pages 263-285
Back Matter....Pages 1-26

✦ Subjects

Business/Management Science, general; Operations Research/Decision Theory; Operations Research, Mathematical Programming