Customer satisfaction evaluation. Methods for measuring and implementing service quality. (Q1046942)

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.