International Journal of Engineering and Science Invention (IJESI)
Customer satisfaction is a critical business issue of the 1990s, particularly for services organizations. Services organizations possess unique characteristics that make assessing and improving customer satisfaction more challenging. Customer expectations are currently identified using various methodologies, including focus groups, surveys and analysis of complaints. However, none of the methods offer an exhaustive means of determining customer expectations. This paper details an organized methodology, useful in any type of organization that systematically identifies customer expectations using multiple viewpoints.