Quality Management Tools for Customer Satisfaction in Service Industry

摘要

Customer satisfaction is an important aspect of managing a service industry and has been studied by many researchers. The objective of this paper is to address management concerns regarding customer satisfaction in service industry using a proper model. One service company which is airline industry has been chosen for a case study. Furious competition in the industry and rising price of oil has increased the role of customer relationship management in management decision making. A proper model and questionnaire have been used to evaluate the level of customer satisfaction and to find strength and weaknesses of Iranian airlines. The effectiveness of the model has been evaluated and customer satisfaction index has been calculated. Results indicated that the proposed model can be a good tool for management in finding gaps in their service and help them in focusing on causes of customer dissatisfaction in their business.