Measuring Customer Satisfaction: Practices of Leading Military and CommercialService Organizations

摘要

This research effort studied the customer satisfaction programs of six qualityaward winning service organizations in the military and commercial sectors. The purpose of the study was to assess the applicability of a general set of guidelines on measuring customer satisfaction for service organizations. This study discusses customer satisfaction, the importance of measuring customer satisfaction, guidelines regarding customer satisfaction, and the common practices of award winning service organizations. This study found that the common practices among service organizations provide support for the establishment of a general set of guidelines for measuring customer satisfaction. Universally applicable guidelines are listed and situationally dependent guidelines are discussed to allow customer satisfaction practitioners to rationally apply these guidelines to their organization. Customer satisfaction, Quality improvement, Measures, Metrics, Total quality management, Customer satisfaction measurement and methods.