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A Framework for Developing Customer Satisfaction Evaluation System: An Empirical Illustration

A Framework for Developing Customer Satisfaction Evaluation System: An Empirical Illustration Customer satisfaction is one of the important goals of Total Quality Management (TQM). The outcome of a customer satisfaction activity has a decisive effect on an enterprise’s operational performance and its future development. For ordinary enterprises, their failure to establish a reasonable “Customer Satisfaction Evaluation System” that manages customers’ real voices and reflects the performance of a customer satisfaction activity has resulted in an unneccessary waste of their resources and a decline within their operational performance. This article will present a framework for an evaluation system for a customer satisfaction activity by elucidating the rationalization of the said framework through the analysis of a successful case model that demonstrates excellence in management. It will further illustrate the effectiveness of the “Evaluation System” operational process to elevate an enterprise’s willingness to develop a customer satisfaction activity and stimulate its progress toward success. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Asian Journal on Quality Emerald Publishing

A Framework for Developing Customer Satisfaction Evaluation System: An Empirical Illustration

Asian Journal on Quality , Volume 3 (1): 12 – Apr 17, 2002

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Publisher
Emerald Publishing
Copyright
Copyright © 2002 MCB UP Ltd. All rights reserved.
ISSN
1598-2688
DOI
10.1108/15982688200200010
Publisher site
See Article on Publisher Site

Abstract

Customer satisfaction is one of the important goals of Total Quality Management (TQM). The outcome of a customer satisfaction activity has a decisive effect on an enterprise’s operational performance and its future development. For ordinary enterprises, their failure to establish a reasonable “Customer Satisfaction Evaluation System” that manages customers’ real voices and reflects the performance of a customer satisfaction activity has resulted in an unneccessary waste of their resources and a decline within their operational performance. This article will present a framework for an evaluation system for a customer satisfaction activity by elucidating the rationalization of the said framework through the analysis of a successful case model that demonstrates excellence in management. It will further illustrate the effectiveness of the “Evaluation System” operational process to elevate an enterprise’s willingness to develop a customer satisfaction activity and stimulate its progress toward success.

Journal

Asian Journal on QualityEmerald Publishing

Published: Apr 17, 2002

Keywords: Customer satisfaction; Total quality maangement; Evaluation systems

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