Methodological Approaches to Customer Satisfaction Measurement

@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. p.~880-887. ISBN~978-0-9860419-6-9. 2016.