Customer Satisfaction Evaluation - Methods for Measuring and Implementing Service Quality

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).

List of contents

Introduction.- Basic Methodological Approaches.- Other Methological Approaches.- MUSA: Multicriteria Satisfaction Analysis.- Extensions of the MUSA Method.- Advanced Topics on the MUSA Method.- Customer Satisfaction Surveys and Barometers.- Applications in Business Organizations.- Customer Satisfaction and Information Systems.- References.- Index.

Summary

This important new work provides a comprehensive discussion of the customer satisfaction evaluation problem. It presents an overview of the existing methodologies as well as the development and implementation of an original multicriteria method dubbed MUSA.

Product details

• Authors: Evangelo Grigoroudis, Evangelos Grigoroudis, Yannis Siskos
• Publisher: Springer, Berlin
• Languages: English
• Product format: Paperback / Softback
• Released: 14.12.2011
• EAN: 9781461425021
• ISBN: 978-1-4614-2502-1
• No. of pages: 308
• Weight: 499 g
• Illustrations: X, 308 p. 129 illus.
• Series: International Series in Operations Research & Management Science; International Series in Operations Research & Management Science; International Series in Operations Research Management Science
• Subjects: Social sciences, law, business > Business > Management; Operations Research, C, Business, Sales and Distribution, Business and Management, Business & management, Business and Management, general, Operations Research/Decision Theory, Operations Research and Decision Theory, sales management, Sales/Distribution, Management & management techniques, Operations Research, Management Science, Management decision making, Management science, Operational research, Decision Making