Mukherjee, S P (2003) Measurement of Customer Satisfaction. In: UNSPECIFIED.
: 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.
|Item Type:||Conference or Workshop Item (UNSPECIFIED)|
|Uncontrolled Keywords:||Customer expectation, Customer loyalty, Customer satisfaction, Latent variable, Partial least squares, Perceived value|
|Divisions:||Business Development and Monitoring|
|Deposited By:||Sahu A K|
|Deposited On:||15 Mar 2011 16:13|
|Last Modified:||13 Jan 2012 12:32|
Repository Staff Only: item control page