Measuring Customer Satisfaction for Various Services: The Role of Multicriteria Anaysis

Abstract: Quality evaluation and customer satisfaction measurement is a necessary condition for applying continuous improvement and total quality management philosophies. This justifies the need for developing modern operational research and management tools, which will be sufficient enough to analyse in detail customer satisfaction. The original applications presented through this paper implement the MUSA method, a preference disaggregation model following the principles of ordinal regression analysis. These applications concern customer satisfaction surveys from the public and the private sector as well, and they are selected in such a way so that can indicate the contribution of multicriteria analysis to the quality evaluation problem. Furthermore, the presented analyses demonstrate in practice the implementation process of satisfaction measurement projects in different types of business organisations.