MUSA: a Decision Support System for Evaluating and Analyzing Customer Satisfaction

The MUSA (MUlticriteria Satisfaction Analysis) system is a customer-based tool for service/product quality evaluation. The system analyzes customer satisfaction using survey-based data, while the analysis of collected information is based on an original preference disaggregation methodology. The MUSA methodology follows the principles of multicriteria analysis using mainly ordinal regression techniques. The provided results are mainly focused on the determination of the critical service dimensions in order to prioritize improvement actions. Furthermore, these results are sufficient enough to analyze customers’ needs and expectations and to aid service quality decision process. The paper briefly presents an overview of service management tools and customer relationship management technologies. The presented technologies related with customer satisfaction surveys are mainly focused on internet-based surveys or specialized survey management information systems, aiming to questionnaire design and advanced data management. Moreover, an illustrative application is presented in order to demonstrate the MUSA system’s basic features and capabilities. Finally, future research and several extensions of the presented system are discussed.