Measurement of Customer Satisfaction

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
ID Code:2592
Deposited By:Sahu A K
Deposited On:15 Mar 2011 16:13
Last Modified:13 Jan 2012 12:32
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