search query: @indexterm quality control / total: 544
reference: 26 / 544
| Author: | Mihelis, G. |
| Title: | Customer satisfaction measurement in the private bank sector |
| Journal: | European Journal of Operational Research
2001 : APR 16, VOL. 130:2, p. 347-360 |
| Index terms: | CUSTOMERS BANKING QUALITY CONTROL RESEARCH |
| Language: | eng |
| Abstract: | Customer satisfaction represents a modern approach for quality in enterprises and organizations and serves the development of a truly customer-focused management and culture. Measuring customer satisfaction offers an immediate, meaningful and objective feedback about clients' preferences and expectations. This paper presents an original customer satisfaction survey in the private bank sector. The implement methodology is based on the the principles of multicriteria analysis and preference disaggregation modeling. The most important results are focused on the determination of the critical service dimensions and the segmentation to customer clusters with distinctive preferences and expectations. |
SCIMA