On measurement of customer satisfaction
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TL;DR
Based on a theoretical argument where company profit as a function of total customer satisfaction is maximized, a new system for measuring and balancing customer satisfaction with respect to individual quality characteristics is developed.
Abstract
Abstract Based on a theoretical argument where company profit as a function of total customer satisfaction is maximized, a new system for measuring and balancing customer satisfaction with respect to individual quality characteristics is developed. A procedure for implementation is suggested and the results of a practical case-study are reported.