Detail publikace

Customer satisfaction measurement methods

CHALUPSKÝ, V.

Originální název

Customer satisfaction measurement methods

Anglický název

Customer satisfaction measurement methods

Jazyk

en

Originální abstrakt

The goal of the paper is to discuss two approaches to measurement of customer satisfaction. Taking into consideration growing importance of services in firms portfolio, the paper will concentrate on the service quality aspects of a companys offer. There are principally two groups of methods for analysing service quality: one is based on qualitative analysis approach, these methods are based on the mapping of service encounters, the second group of methods are more quantitative oriented and they are based on the formulation of quality attributes. The description of these two approaches to quality measurement and examples of its use in our companies are provided. We have an extensive experience with both approaches, there will be described an example of measuring based on attributes of a service, particularly in the travel industry sector.

Anglický abstrakt

The goal of the paper is to discuss two approaches to measurement of customer satisfaction. Taking into consideration growing importance of services in firms portfolio, the paper will concentrate on the service quality aspects of a companys offer. There are principally two groups of methods for analysing service quality: one is based on qualitative analysis approach, these methods are based on the mapping of service encounters, the second group of methods are more quantitative oriented and they are based on the formulation of quality attributes. The description of these two approaches to quality measurement and examples of its use in our companies are provided. We have an extensive experience with both approaches, there will be described an example of measuring based on attributes of a service, particularly in the travel industry sector.

Dokumenty

BibTex


@inproceedings{BUT14016,
  author="Vladimír {Chalupský}",
  title="Customer satisfaction measurement methods",
  annote="The goal of the paper is to discuss two approaches to measurement of customer satisfaction. Taking into consideration growing importance of services in firms portfolio, the paper will concentrate on the service quality aspects of a companys offer.  There are principally two groups of methods for analysing service quality: one is based on qualitative analysis approach, these methods are based on the mapping of service encounters, the second group of methods are more quantitative oriented and they are based on the formulation of quality attributes. The description of these two approaches to quality measurement and examples of its use in our companies are provided. We have an extensive experience with both approaches, there will be described an example of measuring based on attributes of a service, particularly in the travel industry sector.",
  address="Facultad de Ciencias Económicas y Empresariales",
  booktitle="Proceeding of international academic workshop: Research in Business: new trends for a new Europe",
  chapter="14016",
  institution="Facultad de Ciencias Económicas y Empresariales",
  year="2003",
  month="january",
  publisher="Facultad de Ciencias Económicas y Empresariales",
  type="conference paper"
}