Methodology of Measurement of Customer Satisfaction for Business Growth

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Provided by: International Journal of Engineering and Science Invention (IJESI)
Topic: E-Commerce
Format: PDF
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.
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