On measurement of customer satisfaction
- 1 January 1992
- journal article
- research article
- Published by Taylor & Francis in Total Quality Management
- Vol. 3 (2) , 123-128
- https://doi.org/10.1080/09544129200000013
Abstract
Based on a theoretical argument where company profit as a function of total customer satisfaction is maximized, a new system for measuring and balancing customer satisfaction with respect to individual quality characteristics is developed. A procedure for implementation is suggested and the results of a practical case-study are reported.Keywords
This publication has 1 reference indexed in Scilit:
- A comparative study of quality control methods and principles in Japan, Korea and DenmarkTotal Quality Management, 1990