Measurement of Customer Satisfaction

Shyama Prasad Mukherjee ()
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Shyama Prasad Mukherjee: University of Calcutta

Chapter Chapter 8 in Quality, 2019, pp 157-178 from Springer

Abstract: Abstract Customers occupy the centre stage of business and industry today. Customers present a wide array of interests and preferences, requirements and expectations, purchasing powers and demand profiles. In the current globalized and liberalized market economy, understanding customers’ requirements and fulfilling these requirements followed by an assessment of customer satisfaction are the key functions in any business or industry, where quality has come to stay as an international language.

Keywords: American Customer Satisfaction Index (ACSI); ACSI Model; Randomized Response Technique; Manifest Variables; Perceived Product Quality (search for similar items in EconPapers)
Date: 2019
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Persistent link: https://EconPapers.repec.org/RePEc:spr:isbchp:978-981-13-1271-7_8

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DOI: 10.1007/978-981-13-1271-7_8

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