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Customer Satisfaction Surveys and Barometers

Chapter
Part of the International Series in Operations Research & Management Science book series (ISOR, volume 139)

Abstract

Customer satisfaction research methodologies may be divided, according to their content and objectives, into qualitative and quantitative research (Dutka, 1995).

The main aim of qualitative research is to obtain detailed information and additional explanations on customers’ attitude and opinions. This justifies the exploratory nature of qualitative research. The main characteristics of qualitative research include the following (Taylor and Bogdan, 1975) Open-ended (probing) questions are used, and thus customer responses are not given in a predefined format. The number of respondents is small, but the research gives the ability to analyze in detail customer behavior. The results are based on responses given by customers, as well as on observation. Usually generalization of results is not possible.

Keywords

Gross Domestic Product Partial Least Square Customer Satisfaction Satisfaction Survey Pilot Survey 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.

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Copyright information

© Springer Science+Business Media, LLC 2010

Authors and Affiliations

  1. 1.Dept. of Production Engineering & ManagementTechnical University of CreteKounoupidianaGreece
  2. 2.Dept. of InformaticsUniversity of PiraeusPireausGreece

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