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Measurement of Customer Satisfaction

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Quality

Part of the book series: India Studies in Business and Economics ((ISBE))

Abstract

Customers occupy the centre stage of business and industry today. Customers present a wide array of interests and preferences, requirements and expectations, purchasing powers and demand profiles. In the current globalized and liberalized market economy, understanding customers’ requirements and fulfilling these requirements followed by an assessment of customer satisfaction are the key functions in any business or industry, where quality has come to stay as an international language.

Much of the material presented in this chapter are from the author’s work on Measurement of Customer Satisfaction (2002).

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Notes

  1. 1.

    In the expanded model used for the manufacturing/durables sector (Fig. 8.2). Perceived overall quality is composed of the latent variables. Perceived product quality and perceived service quality. The equations presented here refer specifically to the model used for all other sectors (Fig. 8.1).

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Author information

Authors and Affiliations

  1. Department of Statistics, University of Calcutta, Howrah, West Bengal, India

    Shyama Prasad Mukherjee

Authors
  1. Shyama Prasad Mukherjee
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Corresponding author

Correspondence to Shyama Prasad Mukherjee .

Appendix

Appendix

See Table 8.2.

Table 8.2 Survey questions used in the ACSI model
Full size table

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Mukherjee, S. (2019). Measurement of Customer Satisfaction. In: Quality. India Studies in Business and Economics. Springer, Singapore. https://doi.org/10.1007/978-981-13-1271-7_8

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