Methodological Approaches to Customer Satisfaction Measurement

D 2016

Methodological Approaches to Customer Satisfaction Measurement

TIŠLEROVÁ, Kamila

Basic information

Original name

Methodological Approaches to Customer Satisfaction Measurement

Name in Czech

Metodické přístupy k měření spokojenosti zákazníků

Authors

TIŠLEROVÁ, Kamila (203 Czech Republic, guarantor, belonging to the institution)

Edition

Norristown (USA), Proceedings of the 27th International Business Information Management Association Conference - Innovation Management and Education Excellence Vision 2020: From Regional Development Sustainability to Global Economic Growth, IBIMA 2016, p. 880-887, 8 pp. 2016

Publisher

International Business Information Management Association, IBIMA

Other information

Language

English

Type of outcome

Stať ve sborníku

Field of Study

50600 5.6 Political science

Country of publisher

United States of America

Confidentiality degree

není předmětem státního či obchodního tajemství

Publication form

printed version "print"

RIV identification code

RIV/75081431:_____/16:00000807

Organization unit

Institute of Technology and Business in České Budějovice

ISBN

978-0-9860419-6-9

Keywords (in Czech)

spokojenost zákazníka; měření spokojenosti; akademická sféra

Keywords in English

customer satisfaction; satisfaction measurement; academic sphere

Abstract

ORIG CZ

V originále

This research deals with evaluation of outputs gained by five different methods of quantitative research and they were compared with those outputs gained by individual interviews and moderated discussion. The customer satisfaction methods were adopted for their usage in academic sphere. As all the tools are based on different methodology the final outputs were standardized to a joint base in three clusters (meeting the general satisfaction, willingness to apply for the same university again and the quality of education evaluation). As to results - the Kano model was the closest one to the qualitative research. Because in current time the students satisfaction evaluation creates an obligatory part of university management activity the impact to a proper methodology of students satisfaction measurement should become a very up-to-day item.

In Czech

Tento výzkum řeší vyhodnocení získaných výstupů díky pěti různým metodám kvantitativního výzkumu a tyto získané výstupy byly porovnány s individuálními rozhovory a moderovanou diskuzi. Metody spokojenosti zákazníků byly přijaty pro jejich využití v akademické sféře. Všechny nástroje jsou založeny na odlišné metodice konečných výstupů, které byly standardizovány na společné základně tří skupin (setkání s celkovou spokojeností, ochotou opakované aplikace na univerzitě a kvality hodnocení vzdělávání). Co se týče výsledků - model Kano byl nejblíže ke kvalitativnímu výzkumu. Protože v současné době vyhodnocování spokojenosti studentů má dopad na povinnou součást činnosti managementu univerzity, správná metodika měření spokojenosti studentů by se měla stát velmi každodenní záležitostí.

Citovat

TIŠLEROVÁ, Kamila. Methodological Approaches to Customer Satisfaction Measurement. In Khalid S. Soliman. Proceedings of the 27th International Business Information Management Association Conference - Innovation Management and Education Excellence Vision 2020: From Regional Development Sustainability to Global Economic Growth, IBIMA 2016. Norristown (USA): International Business Information Management Association, IBIMA, 2016, p. 880-887. ISBN 978-0-9860419-6-9.

@inproceedings{34083,
   author = {Tišlerová, Kamila},
   address = {Norristown (USA)},
   booktitle = {Proceedings of the 27th International Business Information Management Association Conference - Innovation Management and Education Excellence Vision 2020: From Regional Development Sustainability to Global Economic Growth, IBIMA 2016},
   editor = {Khalid S. Soliman},
   keywords = {customer satisfaction; satisfaction measurement; academic sphere},
   howpublished = {tištěná verze "print"},
   language = {eng},
   location = {Norristown (USA)},
   isbn = {978-0-9860419-6-9},
   pages = {880-887},
   publisher = {International Business Information Management Association, IBIMA},
   title = {Methodological Approaches to Customer Satisfaction Measurement},
   year = {2016}
}

TY  - JOUR
ID  - 34083
AU  - Tišlerová, Kamila
PY  - 2016
TI  - Methodological Approaches to Customer Satisfaction Measurement
PB  - International Business Information Management Association, IBIMA
CY  - Norristown (USA)
SN  - 9780986041969
KW  - customer satisfaction
KW  - satisfaction measurement
KW  - academic sphere
N2  - This research deals with evaluation of outputs gained by five different methods of quantitative research and they were compared with those outputs gained by individual interviews and moderated discussion. The customer satisfaction methods were adopted for their usage in academic sphere. As all the tools are based on different methodology the final outputs were standardized to a joint base in three clusters (meeting the general satisfaction, willingness to apply for the same university again and the quality of education evaluation). As to results - the Kano model was the closest one to the qualitative research. Because in current time the students satisfaction evaluation creates an obligatory part of university management activity the impact to a proper methodology of students satisfaction measurement should become a very up-to-day item.
ER  -

TIŠLEROVÁ, Kamila. Methodological Approaches to Customer Satisfaction Measurement. In Khalid S. Soliman. \textit{Proceedings of the 27th International Business Information Management Association Conference - Innovation Management and Education Excellence Vision 2020: From Regional Development Sustainability to Global Economic Growth, IBIMA 2016}. Norristown (USA): International Business Information Management Association, IBIMA, 2016, p.~880-887. ISBN~978-0-9860419-6-9.

Detailed Information on Publication Record