Customer satisfaction evaluation. Methods for measuring and implementing service quality.

DOI10.1007/978-1-4419-1640-2MaRDI QIDQ1046942zbMATH OpenOpenAlexFDO

Authors Yannis Siskos, Vangelis Grigoroudis

Publication date 30 December 2009

Published in International Series in Operations Research & Management Science (Search for Journal in Brave)

Full work available at URL https://doi.org/10.1007/978-1-4419-1640-2

zbMATH Keywords

stability analysismathematical modellinginformation systemsbusiness organizationcustomer satisfaction barometersmulticriteria satisfaction analysis

Mathematics Subject Classification ID

Management decision making, including multiple objectives (90B50) Research exposition (monographs, survey articles) pertaining to operations research and mathematical programming (90-02) Research exposition (monographs, survey articles) pertaining to game theory, economics, and finance (91-02) Mathematical sociology (including anthropology) (91D99)

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Cited in

(24)

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• Linking customer satisfaction, employee appraisal, and business performance: an evaluation methodology in the banking sector
• An approach to setting up a national customer satisfaction index: the Jordan case study
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• Parametric and nonparametric statistics for sample surveys and customer satisfaction data
• 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
• Service quality evaluation in the tourism industry: a SWOT analysis approach
• Elicitation of criteria importance weights through the Simos method: a robustness concern
• Customer satisfaction in the presence of imperfect knowledge of data
• Bipolar multicriteria aggregation-disaggregation robustness approach: theory and application on European e-government benchmarking
• Measuring the quality of service: a new approach based on conjoint analysis
• Assessing e-participation via user's satisfaction measurement: the case of OurSpace platform
• Using multiobjective mathematical programming to link national competitiveness, productivity, and innovation
• An ordinal regression approach for analyzing consumer preferences in the art market
• Fuzzy composite indicators: an application for measuring customer satisfaction

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