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| Author: | Grigoroudis, E. Siskos, Y. |
| Title: | Preference disaggregation for measuring and analysing customer satisfaction: The MUSA method |
| Journal: | European Journal of Operational Research
2002 : NOV, VOL. 143:1, p. 148-170 |
| Index terms: | CUSTOMERS ANALYTICAL REVIEW METHOD STUDY MEASUREMENT |
| Language: | eng |
| Abstract: | The Multicriteria Satisfaction Analysis (MUSA) method for measuring and analysing customer satisfaction is presented in this paper. The MUSA method is a preference disaggregation model following the principles of ordinal regression analysis (inference procedure). The integrated methodology evaluates the satisfaction level of a set of individuals (customers, employees, etc.) based on their values and expressed preferences. Using satisfaction survey's data, the MUSA method aggregates the different preferences in unique satisfaction functions. This aggregation-disaggregation process is achieved with the minimum possible errors. The main advantage of the MUSA method is that it fully considers the qualitative form of customers' judgments and preferences. |
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