International Operations Research & Management Science

Methods for Measuring and Implementing Service Quality

By: Evangelos Grigoroudis, Yannis Siskos

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Hardcover | 24 November 2009

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328 Pages

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The customer orientation philosophy of modern business organizations and the implementation of the main principles of continuous improvement, justifies the importance of evaluating and analyzing cust omer satisfaction. In fact, customer satisfaction isconsidere d today as a baseline standard of performance and a possi ble standardo f excellence forany business organization. Extensive research has defined several alternative approaches, which examine the customer satisfaction evaluation prob lem from very different perspectives. These approaches include simple quantitative tools, statistical and data analysis techniques, consumer behavioral models, etc. and adopt the following main prin ciples: * The data of the problem are based on th e customers' judgments and are directly collected from them. * This is a multivariate evaluation problem given that customer's overall satisfac tion depends on a setof variables representing product/service characteristic dimensions. * Usually, an additive formula is used in order to aggregate partial evaluations in ano verall satisfaction measure. Many of the aforementioned approaches don ot consider the qualitative form of customers' judgments, although this information constitutes the main satisfaction input data. Furthermore, insev eral cases , the measurements are not sufficient enough to analyze in detail customer sa tisfaction because models' results are mainly focused on a simple descriptive analysis.

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Non-Fiction Business & Management Sales & Marketing Customer Services Market Research Science Science in General Mathematics Optimisation Linear Programming Operational Research Management & Management Techniques

Management of Specific Areas Distribution & Warehousing Management

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Published: 25th February 2012

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Introduction	p. 1
Importance of Customer Satisfaction	p. 1
Main Definitions	p. 4
Definition of Satisfaction	p. 4
Identification of Customers	p. 8
Evolution of Customer Satisfaction Measurement	p. 9
Satisfaction Measurement Programs	p. 12
Measurement and Sources of Information	p. 12
Satisfaction Measurement Process	p. 15
MUSA Approach	p. 18
Basic Methodological Approaches	p. 21
Types of Variables and Multivariate Analysis	p. 21
Simple Quantitative Models	p. 25
Descriptive Statistics	p. 25
Basic Statistical Approaches	p. 28
Advanced Quantitative Techniques	p. 30
Conditional Probability Models	p. 30
Structural Equation Modeling	p. 34
Other Statistical and Data Analysis Models	p. 40
Consumer Behavioral Models	p. 43
Consumer Psychology and Satisfaction	p. 43
Expectancy Disconfirmation	p. 44
Fomell's Model	p. 45
Other Behavioral Models	p. 47
Other Methodological Approaches	p. 53
Quality Approach	p. 53
Customer Satisfaction and TQM	p. 53
Quality Management Systems	p. 56
Business Excellence Models	p. 57
Service Quality	p. 63
Ideal Point Approach	p. 63
Servqual	p. 65
Other Service Quality Models	p. 70
Employee Satisfaction Modeling	p. 72
Background	p. 72
Employee Satisfaction and TQM	p. 75
Employee Satisfaction Approaches	p. 75
Employee Satisfaction Dimensions	p. 78
Other Approaches	p. 81
Kano's Model	p. 81
Customer Loyalty	p. 85
MUSA: Multicriteria Satisfaction Analysis	p. 91
Introduction to Multicriteria Decision Analysis	p. 91
Decision Problem Modeling	p. 91
The Aggregation-Disaggregation Approach	p. 96
Multiattribute Utility Theory	p. 98
The MUSA Method	p. 101
Main Principles and Notations	p. 101
Model Development	p. 103
Stability Analysis	p. 107
Results of the MUSA Method	p. 108
Value Functions and Criteria Weights	p. 108
Average Satisfaction Indices	p. 110
Average Demanding Indices	p. 111
Average Improvement Indices	p. 112
Action Diagrams	p. 113
Improvement Diagrams	p. 115
A Numerical Example	p. 116
Extensions of the MUSA Method	p. 123
Strictly Increasing Value Functions	p. 123
Multiple Criteria Levels	p. 126
Alternative Objective Functions	p. 129
Modeling Preference on Criteria Importance	p. 132
Model Development	p. 132
Derived vs. Stated Importance	p. 136
Combining Performance and Importance Judgments	p. 138
Other Extensions	p. 140
A Customer Satisfaction Barometer Model	p. 140
Combining Cardinal and Ordinal Input Data	p. 143
Additional Constraints and Optimality Criteria	p. 144
Discussion and Future Research	p. 146
Advanced Topics on the MUSA Method	p. 149
Computational Issues	p. 149
Reliability Evaluation and Error Indicators	p. 151
Average Fitting Indices	p. 151
Other Fitting Indicators	p. 154
Average Stability Index	p. 157
Selection of Parameters and Thresholds	p. 158
Preference Thresholds	p. 158
Post-optimality Thresholds	p. 160
Experimental Comparison Analysis	p. 162
Design of the Simulation Process	p. 162
Simulation Results	p. 65
Customer Satisfaction Surveys and Barometers	p. 171
Research Methodologies	p. 171
Survey Planning and Preliminary Analysis	p. 176
Questionnaire Design	p. 179
Main Principles	p. 179
Satisfaction Dimensions	p. 182
Satisfaction Scales	p. 188
Critical Issues in Satisfaction Surveys	p. 193
Pilot Survey	p. 193
Potential Problems and Errors	p. 194
Customer Satisfaction Barometers	p. 198
Developing Satisfaction Barometers	p. 198
Satisfaction Barometers and Economic Growth	p. 200
Examples of Satisfaction Barometers	p. 204
Swedish Customer Satisfaction Barometer	p. 204
American Customer Satisfaction Index	p. 206
German Customer Satisfaction Barometer	p. 209
European Customer Satisfaction Index	p. 211
Other Satisfaction Barometers	p. 213
Comparison and Discussion	p. 214
Applications in Business Organizations	p. 217
Satisfaction Analysis for a Commercial Bank	p. 217
Research Background and Survey Details	p. 217
Overall Satisfaction Analysis	p. 220
Criteria Satisfaction Analysis	p. 222
Concluding Remarks	p. 222
Measuring Satisfaction to the Greek Ferry Industry	p. 224
Preliminary Analysis	p. 224
Overall Satisfaction Analysis	p. 224
Customer Segmentation Analysis	p. 228
Analyzing Satisfaction for a Publishing Company	p. 229
Introduction	p. 229
MainResults	p. 231
Developing New Publishing Strategies	p. 234
Longitudinal Customer Satisfaction Analysis	p. 236
Introduction	p. 236
Research Background	p. 237
Customer Survey	p. 238
Statistical Analysis	p. 240
Satisfaction Analysis	p. 243
Concluding Remarks	p. 247
Satisfaction Benchmarking and Segmentation Analysis	p. 249
Research Background	p. 249
Satisfaction Criteria and Survey Conduct	p. 250
Customer Profde	p. 251
Customer Satisfaction Analysis	p. 252
Satisfaction Segmentation Analysis	p. 255
Concluding Remarks	p. 256
Other Applications	p. 258
An Industry Satisfaction Barometer	p. 258
Application based on Kano's Model	p. 260
Customer Satisfaction and Information Systems	p. 263
IT-based Customer Service	p. 263
Customer Service Systems	p. 265
Helpline Systems	p. 265
Automated Response Systems	p. 267
Electronic Data Interchange	p. 268
Customer Satisfaction and Internet	p. 269
Survey-based Systems	p. 271
The MUSA System	p. 273
Overview of the software	p. 273
Data Management and Selection of Parameters	p. 276
Presentation of Results	p. 279
Advanced Results and Reliability Analysis	p. 281
Future Extensions	p. 284
References	p. 287
Index	p. 311
Table of Contents provided by Ingram. All Rights Reserved.

International Operations Research & Management Science

Methods for Measuring and Implementing Service Quality

At a Glance

Hardcover

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