Customer satisfaction evaluation: methods for measuring and implementing service quality
Gespeichert in:
| Hauptverfasser: | , |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
New York, NY ; Heidelberg [u.a.]
Springer
2010
|
| Schriftenreihe: | International series in operations research & management science
139 |
| Schlagworte: | |
| Online-Zugang: | Kapitel 1 Vorwort 1 Inhaltsverzeichnis |
| Beschreibung: | XII, 313 S. graph. Darst. |
| ISBN: | 1441916393 9781441916396 9781461425021 |
Internformat
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Datensatz im Suchindex
| _version_ | 1804142964806516736 |
|---|---|
| adam_text | Titel: Customer satisfaction evaluation
Autor: Grigoroudis, Evangelos
Jahr: 2010
Contents
1. Introduction......................,.............................................................................1
1.1 Importance of Customer Satisfaction.......................................................1
1.2 Main Definitions.......................................................................................4
1.2.1 Definition of Satisfaction..............................................................4
1.2.2 Identification of Customers..........................................................8
1.3 Evolution of Customer Satisfaction Measurement...................................9
1.4 Satisfaction Measurement Programs......................................................12
1.4.1 Measurement and Sources of Information..................................12
1.4.2 Satisfaction Measurement Process.............................................15
1.4.3 MUSA Approach........................................................................18
2. Basic Methodological Approaches..............................................................21
2.1 Types of Variables and Multivariate Analysis.......................................21
2.2 Simple Quantitative Models...................................................................25
2.2.1 Descriptive Statistics..................................................................25
2.2.2 Basic Statistical Approaches......................................................28
2.3 Advanced Quantitative Techniques........................................................30
2.3.1 Conditional Probability Models...................................................30
2.3.2 Structural Equation Modeling....................................................34
2.3.3 Other Statistical and Data Analysis Models...............................40
2.4 Consumer Behavioral Models................................................................43
2.4.1 Consumer Psychology and Satisfaction......................................43
2.4.2 Expectancy Disconfirmation......................................................44
2.4.3 Fornell s Model..........................................................................45
2.4.4 Other Behavioral Models............................................................47
3. Other Methodological Approaches..........................?....................?.............53
3.1 Quality Approach.........................................?......... ............?.....-............53
3.1.1 Customer Satisfaction and TQM................................................53
3.1.2 Quality Management Systems....................................................56
x Contents
3.1.3 Business Excellence Models.......................................................57
3.2 Service Quality.......................................................................................63
3.2.1 Ideal Point Approach..................................................................63
3.2.1 Servqual......................................................................................65
3.2.3 Other Service Quality Models....................................................70
3.3 Employee Satisfaction Modeling............................................................72
3.3.1 Background.................................................................................72
3.3.2 Employee Satisfaction and TQM................................................75
3.3.3 Employee Satisfaction Approaches............................................75
3.3.4 Employee Satisfaction Dimensions............................................78
3.4 Other Approaches...................................................................................81
3.4.1 Kano s Model.............................................................................81
3.4.2 Customer Loyalty.......................................................................85
4. MUSA: Multicriteria Satisfaction Analysis................................................91
4.1 Introduction to Multicriteria Decision Analysis.....................................91
4.1.1 Decision Problem Modeling.......................................................91
4.1.2 The Aggregation-Disaggregation Approach...............................96
4.1.3 Multiattribute Utility Theory.......................................................98
4.2 TheMUSAMethod..............................................................................101
4.2.1 Main Principles and Notations..................................................101
4.2.2 Model Development.................................................................103
4.2.3 Stability Analysis......................................................................107
4.3 Results of the MUSA Method..............................................................108
4.3.1 Value Functions and Criteria Weights......................................108
4.3.2 Average Satisfaction Indices....................................................110
4.3.3 Average Demanding Indices.....................................................111
4.3.4 Average Improvement Indices..................................................112
4.3.5 Action Diagrams.......................................................................113
4.3.6 Improvement Diagrams............................................................115
4.4 A Numerical Example..........................................................................116
5. Extensions of the MUSA Method..............................................................123
5.1 Strictly Increasing Value Functions......................................................123
5.2 Multiple Criteria Levels........................................................................126
5.3 Alternative Objective Functions...........................................................129
5.4 Modeling Preference on Criteria Importance.......................................132
5.4.1 Model Development.................................................................132
5.4.2 Derived vs. Stated Importance..................................................136
5.4.3 Combining Performance and Importance Judgments...............138
5.5 Other Extensions..................................................................................140
5.5.1 A Customer Satisfaction Barometer Model..............................140
5.5.2 Combining Cardinal and Ordinal Input Data............................143
5.5.3 Additional Constraints and Optimality Criteria........................144
5.6 Discussion and Future Research........................................................... 146
Contents xj
6. Advanced Topics on the MUSA Method..................................................149
6.1 Computational Issues....................?.....................................................149
6.2 Reliability Evaluation and Error Indicators..........................................151
6.2.1 Average Fitting Indices............................................................151
6.2.2 Other Fitting Indicators............................................................154
6.2.3 Average Stability Index............................................................157
6.3 Selection of Parameters and Thresholds...............................................158
6.3.1 Preference Thresholds..............................,...............................158
6.3.2 Post-optimality Thresholds.......................................................160
6.4 Experimental Comparison Analysis.....................................................162
6.4.1 Design of the Simulation Process.............................................162
6.4.2 Simulation Results....................................................................165
7. Customer Satisfaction Surveys and Barometers.....................................171
7.1 Research Methodologies......................................................................171
7.2 Survey Planning and Preliminary Analysis..........................................176
7.3 Questionnaire Design...........................................................................179
7.3.1 Main Principles.........................................................................179
7.3.2 Satisfaction Dimensions...........................................................182
7.3.3 Satisfaction Scales....................................................................188
7.4 Critical Issues in Satisfaction Surveys..................................................193
7.4.1 Pilot Survey..............................................................................193
7.4.2 Potential Problems and Errors..................................................194
7.5 Customer Satisfaction Barometers.......................................................198
7.5.1 Developing Satisfaction Barometers........................................198
7.5.2 Satisfaction Barometers and Economic Growth.......................200
7.6 Examples of Satisfaction Barometers...................................................204
7.6.1 Swedish Customer Satisfaction Barometer...............................204
7.6.2 American Customer Satisfaction Index....................................206
7.6.3 German Customer Satisfaction Barometer...............................209
7.6.4 European Customer Satisfaction Index....................................211
7.6.5 Other Satisfaction Barometers..................................................213
7.6.6 Comparison and Discussion.....................................................214
8. Applications in Business Organizations...................................................217
8.1 Satisfaction Analysis for a Commercial Bank......................................217
8.1.1 Research Background and Survey Details................................217
8.1.2 Overall Satisfaction Analysis...................................................220
8.1.3 Criteria Satisfaction Analysis...................................................222
8.1.4 Concluding Remarks................................................................222
8.2 Measuring Satisfaction to the Greek Ferry Industry.............................224
8.2.1 Preliminary Analysis................................................................224
8.2.2 Overall Satisfaction Analysis...................................................224
8.2.3 Customer Segmentation Analysis.............................................228
8.3 Analyzing Satisfaction for a Publishing Company...............................229
xii Contents
8.3.1 Introduction...............................................................................229
8.3.2 Main Results.............................................................................231
8.3.3 Developing New Publishing Strategies....................................234
8.4 Longitudinal Customer Satisfaction Analysis......................................236
8.4.1 Introduction..............................................................................236
8.4.2 Research Background...............................................................237
8.4.3 Customer Survey......................................................................238
8.4.4 Statistical Analysis...................................................................240
8.4.5 Satisfaction Analysis................................................................243
8.4.6 Concluding Remarks................................................................247
8.5 Satisfaction Benchmarking and Segmentation Analysis......................249
8.5.1 Research Background...............................................................249
8.5.2 Satisfaction Criteria and Survey Conduct.................................250
8.5.3 Customer Profile........................................................................251
8.5.4 Customer Satisfaction Analysis................................................252
8.5.5 Satisfaction Segmentation Analysis..........................................255
8.5.6 Concluding Remarks................................................................256
8.6 Other Applications................................................................................258
8.6.1 An Industry Satisfaction Barometer.........................................258
8.6.2 Application based on Kano s Model........................................260
9. Customer Satisfaction and Information Systems....................................263
9.1 IT-based Customer Service..................................................................263
9.2 Customer Service Systems...................................................................265
9.2.1 Helpline Systems.............................................,.........................265
9.2.2 Automated Response Systems..................................................267
9.2.3 Electronic Data Interchange.....................................................268
9.3 Customer Satisfaction and Internet.......................................................269
9.4 Survey-based Systems...........................................................................271
9.5 The MUSA System...............................................................................273
9.5.1 Overview of the software..........................................................273
9.5.2 Data Management and Selection of Parameters.......................276
9.5.3 Presentation of Results...........,....................,............................279
9.5.4 Advanced Results and Reliability Analysis..............................281
9.5.5 Future Extensions.....................................................................284
References...............................................................,.........................................287
Index..................................................................................................................311
|
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| spelling | Grigoroudis, Evangelos Verfasser aut Customer satisfaction evaluation methods for measuring and implementing service quality Evangelos Grigoroudis ; Yannis Siskos New York, NY ; Heidelberg [u.a.] Springer 2010 XII, 313 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier International series in operations research & management science 139 Datenverarbeitung Messung (DE-588)4038852-9 gnd rswk-swf Verbraucherzufriedenheit (DE-588)4129147-5 gnd rswk-swf Consumer satisfaction / Evaluation / Statistical methods Consumer satisfaction / Evaluation / Data processing Marketing research / Statistical methods Verbraucherzufriedenheit (DE-588)4129147-5 s Messung (DE-588)4038852-9 s DE-188 Siskos, Yannis Verfasser (DE-588)170422496 aut Erscheint auch als Online-Ausgabe 978-1-4419-1640-2 International series in operations research & management science 139 (DE-604)BV011630976 139 DE-576;springer application/pdf http://swbplus.bsz-bw.de/bsz316445703kap.htm 20100208054642 Kapitel 1 DE-576;springer application/pdf http://swbplus.bsz-bw.de/bsz316445703vor.htm 20100208055435 Vorwort 1 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=020341211&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Grigoroudis, Evangelos Siskos, Yannis Customer satisfaction evaluation methods for measuring and implementing service quality International series in operations research & management science Datenverarbeitung Messung (DE-588)4038852-9 gnd Verbraucherzufriedenheit (DE-588)4129147-5 gnd |
| subject_GND | (DE-588)4038852-9 (DE-588)4129147-5 |
| title | Customer satisfaction evaluation methods for measuring and implementing service quality |
| title_auth | Customer satisfaction evaluation methods for measuring and implementing service quality |
| title_exact_search | Customer satisfaction evaluation methods for measuring and implementing service quality |
| title_full | Customer satisfaction evaluation methods for measuring and implementing service quality Evangelos Grigoroudis ; Yannis Siskos |
| title_fullStr | Customer satisfaction evaluation methods for measuring and implementing service quality Evangelos Grigoroudis ; Yannis Siskos |
| title_full_unstemmed | Customer satisfaction evaluation methods for measuring and implementing service quality Evangelos Grigoroudis ; Yannis Siskos |
| title_short | Customer satisfaction evaluation |
| title_sort | customer satisfaction evaluation methods for measuring and implementing service quality |
| title_sub | methods for measuring and implementing service quality |
| topic | Datenverarbeitung Messung (DE-588)4038852-9 gnd Verbraucherzufriedenheit (DE-588)4129147-5 gnd |
| topic_facet | Datenverarbeitung Messung Verbraucherzufriedenheit |
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