Customer Satisfaction Evaluation Methods for Measuring and Implementing Service Quality /

• Main Authors: Grigoroudis, Evangelos. (Author), Siskos, Yannis. (Author)
• Corporate Author: SpringerLink (Online service)
• Format: Electronic
• Language: English
• Published: Boston, MA : Springer US, 2010.
• Series: International Series in Operations Research & Management Science, 139
• Subjects: Economics.; Operations research.; Economics/Management Science.; Business/Management Science, general.; Operations Research/Decision Theory.; Operations Research, Mathematical Programming.
• Online Access: https://ezaccess.library.uitm.edu.my/login?url=http://dx.doi.org/10.1007/978-1-4419-1640-2

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...

Table 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.