Proposed verification method for the content suitability of the customer satisfaction survey

Purpose – To address multiple problems facing a company's top management with respect to the customer satisfaction survey. Is the customer satisfaction survey still suitable after many years of use? What method should be applied to help ensure better utilization of information from the customer satisfaction survey? Should the three aspects (i.e. quality, delivery, and responsiveness) representing the customer satisfaction continue to be used as part of the survey's main contents. As an ISO 9001: 2000 certified company, the customer satisfaction survey is required.Design/methodology/approach – A method was proposed to help integrate the survey results with other key performance indicators (or ratios). This integration represented the verification effort on the suitability of the customer satisfaction survey. The examinations into the interrelationships between these three aspects the company's performance indicators included three perspectives. They were: no time‐factor consideration; one‐period time‐lag f...

[1]  Leigh Drake,et al.  The use of data envelopment analysis to monitor hotel productivity , 1997 .

[2]  M. Broadbent Measuring business performance , 1999 .

[3]  Kongkiti Phusavat,et al.  Competitive priorities of manufacturing firms in Thailand , 2007, Ind. Manag. Data Syst..

[4]  Steven D. Jones,et al.  Measuring team performance : a step-by-step, customizable approach for managers, facilitators, and team leaders , 2000 .

[5]  D. S. Sink,et al.  Planning and Measurement in Your Organization of the Future , 1989 .

[6]  Kenneth W. Green,et al.  Developing optimism to improve performance: an approach for the manufacturing sector , 2004, Ind. Manag. Data Syst..

[7]  Steve Thornton,et al.  A novel and accurate guide to customer satisfaction , 2005 .

[8]  Dayr Reis,et al.  Customer satisfaction: the historical perspective , 2003 .

[9]  Petri T. Helo,et al.  Managing agility and productivity in the electronics industry , 2004, Ind. Manag. Data Syst..

[10]  Robert V. Brill,et al.  Applied Statistics and Probability for Engineers , 2004, Technometrics.

[11]  Ingrid Fecikova,et al.  An index method for measurement of customer satisfaction , 2004 .

[12]  Michael Martin,et al.  Productivity engineering and management : Sumanth, David J., New York: McGraw-Hill, 1984 , 1986 .

[13]  Jeong Yong Ahn,et al.  On the design concepts for CRM system , 2003, Ind. Manag. Data Syst..

[14]  S. C. Lenny Koh,et al.  Identifying the range of customer listening tools: a logical pre-cursor to CRM? , 2007, Ind. Manag. Data Syst..

[15]  Elizabeth A. Peck,et al.  Introduction to Linear Regression Analysis , 2001 .

[16]  Mark Pagell,et al.  Measurement issues in empirical research: improving measures of operations strategy and advanced manufacturing technology , 2000 .

[17]  Douglas C. Montgomery,et al.  Applied Statistics and Probability for Engineers, Third edition , 1994 .

[18]  Slavko Dolinsek,et al.  Implementation of the ISO 9001: from QMS to business model , 2006, Ind. Manag. Data Syst..

[19]  Victor R. Prybutok,et al.  Malcolm Baldrige National Quality Award leadership model , 2004, Ind. Manag. Data Syst..

[20]  David J. Sumanth,et al.  Productivity Engineering and Management , 1985 .

[21]  Sang M. Lee,et al.  ASP system utilization: customer satisfaction and user performance , 2007, Ind. Manag. Data Syst..

[22]  R. Hallowell The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study , 1996 .

[23]  Josu Takala,et al.  Global manufacturing strategies require "dynamic engineers"?: Case study in Finnish industries , 2007, Ind. Manag. Data Syst..

[24]  John E. Shelton People's Republic of China , 1973 .

[25]  R. H. Myers Classical and modern regression with applications , 1986 .

[26]  Chris Taylor The case for customer satisfaction , 1995 .

[27]  J. Bowen,et al.  The relationship between customer loyalty and customer satisfaction , 2001 .

[28]  Ali Turkyilmaz,et al.  Development of a customer satisfaction index model: An application to the Turkish mobile phone sector , 2007, Ind. Manag. Data Syst..

[29]  D. Scott Sink,et al.  Productivity management : planning, measurement and evaluation, control, and improvement , 1985 .

[30]  Stefan Bojnec,et al.  Determinants of firm exit in Slovenian manufacturing , 2007, Ind. Manag. Data Syst..