Measurement of Customer Satisfaction

Abstract

: In order that new materials , new processes, new technologies and new products developed by R & D organizations, it is essential that these outputs of R & D efforts find good markets and are backed up by necessary support services . While basic or fundamental research can not necessarily be customer -focussed, R & D activities carried out in R & D organizations have to result in deliverables which satisfy their potential customers or sponsors . Measuring customer satisfaction becomes quite important in this context. The present paper discusses associated problems , outlines the ACSI model for measurement of customer satisfaction , linking the latter with its determinants and consequences , and points out modifications in the way some latent variables in the model should be operationalised.