Parsimonious measurement of customer satisfaction with personal service and the service setting

Abstract

This paper develops a concise customer satisfaction survey instrument to help organizations measure satisfaction with their services. A seven‐stage process was used to develop the instrument. Following pilot studies, a preliminary instrument of 24 items was administered to consumers of a variety of business firms and government agencies providing service to customers or clients. After further analysis, a revised instrument was developed consisting of 18 statements. Additional analysis and further purification led to an even more parsimonious final version of the customer satisfaction survey, employing nine statements in two factors; satisfaction with the personal service (SatPers) and satisfaction with the service setting (SatSett). Organizations could use the scale internally to identify their strengths and weaknesses, as well as measuring their customer satisfaction.

Spiritual Climate of Business Organizations and Its Impact on Customers’ Experience

“…Spiritual climate of the organization and customers' service experience: hypothesizing relationship Service satisfaction is a function of consumers' experiences and reactions to a provider's behavior during the service encounter and service setting 6 (Nicholls et al, 1998). Every service organization routinely experiences opportunities to personally interact with their customers through their employees.…”

The Effects of Satisfaction with a Client’s Management During a Prior Audit Engagement, Trust, and Moral Reasoning on Auditors’ Perceived Risk of Management Fraud

“…These details were developed by the researchers, based in part, on personal experiences, but mainly by utilizing previously developed job and customer satisfaction scales from the psychology and marketing literature. We adapted scale items from numerous studies (Ironson et al, 1989;King, 1960;Nicholls et al, 1998;Twery et al, 1958) and incorporated them into the results of the audit work. For example, one of Nicholls et al's (1998) components of customer satisfaction is timely service.…”

“…We adapted scale items from numerous studies (Ironson et al, 1989;King, 1960;Nicholls et al, 1998;Twery et al, 1958) and incorporated them into the results of the audit work. For example, one of Nicholls et al's (1998) components of customer satisfaction is timely service. It seems likely that a timely (untimely) response by client management to auditors' request would increase (decrease) the auditors' satisfaction with working with the client's management during the audit engagement.…”

Outsourcing primary medical care in Israeli defense forces: Decision-makers’ versus clients’ perspectives

“…Career soldiers favor primary medical care in civilian rather than military settings [8], which reflect the military decision-makers' reasons and expectations versus health service providers in and out of the military medical systems [20]. We identified some discrepancies, when comparing the opinions of decisionmakers with those of career IDF soldiers, regarding service evaluation through outsourcing: medical staff attitude, working environment, and not only by items influencing decision-makers to outsource medical services; quality, costs, professionalism, and availability of medical care were also significant factors.…”