Customer satisfaction index and its role in quality management

Eklöf, Jan; Westlund, Anders

doi:10.1080/0954412988613

Cited by 61 publications

(37 citation statements)

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“…This approach leads to greater validity and reliability and to an improvement in transferring changes in customer satisfaction to repurchase behaviour [Fornell, 1992] The interest for the use of these indexes has been increasing, either at the industry level [Kyris, 1999] or at company level [Kristensen et al, 2000], as at this level specific questions have been introduced for each sector or business, as a way of deepening the knowledge of each. According to Eklöf and Westlund [1998], there is also great interest in the use of the customer satisfaction indexes in the study of markets where there is little competition, as, for example, in public services and utilities. Martensen et al [1999] applied this type of index to higher education and the results reveal that the structure of these indexes offers a very good explanation of student satisfaction.…”

Section: Customer Satisfaction Indexesmentioning

confidence: 99%

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Student Satisfaction Index in Portuguese Public Higher Education

Alves

Raposo

2007

The Service Industries Journal

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Section: Customer Satisfaction Indexesmentioning

confidence: 99%

“…In short, customer satisfaction indexes, when adequately carried out, reveal not only information about customer retention and perceived quality, but also supply information about the factors that influence satisfaction [Eklöf and Westlund, 1998]. …”

Section: Customer Satisfaction Indexesmentioning

confidence: 99%

Student Satisfaction Index in Portuguese Public Higher Education

Alves

Raposo

2007

The Service Industries Journal

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“…According to these models, the perceived quality, satisfaction, and loyalty of customers have a direct and rigorous relationship. An index of customer satisfaction, which examines the perceived quality as evaluated by customers, plays a key role in these relationship models (Disney, 1999;Eklöf & Westlund, 1998;Kristensen, Martensen, & Gronholdt, 1999). A higher customer satisfaction index reflects an increased perceived quality (as evaluated by customers), and also increases customer loyalty and the desire to deal with that company in future.…”

Section: Introductionmentioning

confidence: 99%

Methods for determining areas for improvement based on the design of customer surveys

Yang

Yeh

et al. 2009

The Service Industries Journal

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Many firms conduct satisfaction surveys of their customers, with a view to using the analyzed results to identify areas of potential improvement. The weakness in this approach is that attributes with a lower satisfaction level might not be in need of improvement. They might merely be of little concern to customers. The present research develops several methods to identify areas that do require improvement. These methods include the importance -satisfaction (I -S) model, the improvement index, the quality-improvement index, the SERVQUAL survey, Kano's model, the extent of satisfaction, and the extent of dissatisfaction. An integrated model of service-quality measurement is used to cover all the customer surveys required for an international certification service company. In the case study, valuable information of various kinds is obtained from an analysis of the customer surveys.On the basis of this information, the firm can make appropriate decisions on areas for improvement, which are significantly different from those identified on the basis of a simple satisfaction survey.

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“…The main purpose is to discover the strengths and areas required to be improved, and to provide guidelines for improvement from customer perspectives. The analysis of CSI surveys enables organizations to take further continuous improvements in order to meet, or even exceed, customer requirements, and hence to raise the customer satisfaction (Eklof & Westlund, 1998).…”

Section: Introductionmentioning

confidence: 99%