Customer satisfaction measurement in the private bank sector.

DOI10.1016/S0377-2217(00)00036-9zbMath1068.90569MaRDI QIDQ5932045

Y. Malandrakis, G. Mihelis, Yannis Politis, Evangelos Grigoroudis, Yiannis Siskos

Publication date: 2001

Published in: European Journal of Operational Research (Search for Journal in Brave)

zbMATH Keywords

Multicriteria analysisPreference disaggregationCustomer satisfaction analysisOrdinal regression

Mathematics Subject Classification ID

Management decision making, including multiple objectives (90B50)

Related Items (9)

Computer assisted customer churn management: state-of-the-art and future trends ⋮ Banking customer satisfaction evaluation: a three-way factor perspective ⋮ Service Quality Evaluation in the Tourism Industry: A SWOT Analysis Approach ⋮ A survey of customer satisfaction barometers: some results from the transportation-communi\-cations sector. ⋮ The assessment of user-perceived web quality: Application of a satisfaction benchmarking approach ⋮ Preference disaggregation: 20 years of MCDA experience. ⋮ ADtreesLogit model for customer churn prediction ⋮ A decision support model for selecting product/service benefit positionings ⋮ Preference disaggregation for measuring and analysing customer satisfaction: The MUSA method

Uses Software

• TELOS
• UTA Plus

Cites Work

• Assessing a set of additive utility functions for multicriteria decision- making, the UTA method
• Measuring customer satisfaction using a collective preference disaggregation model
• TELOS: a customer satisfaction evaluation software
• Unnamed Item

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