“Performance measurement can be defined as the process of quantifying the efficiency and effectiveness of action.”[NeGP95]
“A performance measure can be defined as a metric used to quantify the efficiency and/or effectiveness of an action.” [NeGP95]
“A performance measurement system can be defined as the set of metrics used to quantify both the efficiency and effectiveness of actions.”[NeGP95]
KeywordsCustomer Satisfaction Markov Chain Model Strategic Goal Performance Measurement System Customer Behavior
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