Customer satisfaction evaluation. Methods for measuring and implementing service quality.
business organizationcustomer satisfaction barometersinformation systemsmathematical modellingmulticriteria satisfaction analysisstability analysis
Research exposition (monographs, survey articles) pertaining to operations research and mathematical programming (90-02) Management decision making, including multiple objectives (90B50) Research exposition (monographs, survey articles) pertaining to game theory, economics, and finance (91-02) Mathematical sociology (including anthropology) (91D99)
The book is aiming to present methodological approaches and perspectives of the customer satisfaction problem. It consists of 9 chapters, the first one devoted to the problem statement including a short historical review. Chapter 2 presents alternative approaches and related consumer behavioral models. In the third chapter quality-based approaches for the satisfaction measurement and analysis are described. Chapter 4 is devoted to the development of the multicriteria method MUSA aiming at measuring and analysing customer satisfaction. Extensions of this method are presented in Chapter 5 whereas Chapter 6 refers to advanced topics of the MUSA method. Chapter 7 is devoted to customer satisfaction surveys and barometers. Chapter 8 presents applications of the MUSA method in the real-world customer satisfaction surveys. In Chapter 9 applications of information technologies for solving the customer satisfaction problem are presented . All the chapters contain illustrating graphics and references to the related works.
- Preference disaggregation for measuring and analysing customer satisfaction: The MUSA method
- Measuring customer satisfaction using a collective preference disaggregation model
- scientific article; zbMATH DE number 2112516
- Customer satisfaction measurement in the private bank sector.
- scientific article; zbMATH DE number 2112535
- Measuring customer satisfaction using a collective preference disaggregation model
- A survey of customer satisfaction barometers: some results from the transportation-communi\-cations sector.
- Decision support system based on genetic algorithm and multi-criteria satisfaction analysis (MUSA) method for measuring job satisfaction
- Disaggregating time series on multiple criteria for robust forecasting: the case of long-term electricity demand in Greece
- Preference disaggregation for measuring and analysing customer satisfaction: The MUSA method
- An ordinal regression approach for analyzing consumer preferences in the art market
- Bipolar multicriteria aggregation-disaggregation robustness approach: theory and application on European e-government benchmarking
- Customer satisfaction: a mathematical framework for its analysis and its measurement
- Linking customer satisfaction, employee appraisal, and business performance: an evaluation methodology in the banking sector
- Multivariate approach for comparative evaluations of customer satisfaction with application to transport services
- Fuzzy composite indicators: an application for measuring customer satisfaction
- Elicitation of criteria importance weights through the Simos method: a robustness concern
- An ordinal regression method for multicriteria analysis of customer satisfaction
- Measuring the quality of service: a new approach based on conjoint analysis
- On the Origins of Imperfection and Apparent Non-rationality
- An indicator of one's life satisfaction
- Service quality evaluation in the tourism industry: a SWOT analysis approach
- Satisfaction Benchmarking and Customer Classification: An Application to the Branches of a Banking Organization
- scientific article; zbMATH DE number 2112535 (Why is no real title available?)
- An approach to setting up a national customer satisfaction index: the Jordan case study
- Assessing e-participation via user's satisfaction measurement: the case of OurSpace platform
- Using multiobjective mathematical programming to link national competitiveness, productivity, and innovation
- Tensorial co-structure analysis for the full multi modules customer satisfaction evaluation
- Customer satisfaction measurement in the private bank sector.
- Customer satisfaction in the presence of imperfect knowledge of data
- Integrated assessment of a robust Choquet integral preference model for efficient multicriteria decision support
- Parametric and nonparametric statistics for sample surveys and customer satisfaction data
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