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2013 | 4 | nr 3 | 34--39
Tytuł artykułu

Measuring and Developing Customer Satisfaction - by Balanced Critical Factor Index

Treść / Zawartość
Warianty tytułu
Języki publikacji
EN
Abstrakty
EN
This short analysis presents perspective and a holistic method for approaching and measuring customer satisfaction. The Balanced Critical Factor Index (BCFI) method is a measurement tool to indicate which attribute of a business process is critical and which is not, based on the experience and expectations of the company's employees, customers or business partners. This paper focuses on to detect and define critical business processes and factors, which have influence to effective co-operation and customer satisfaction. The use of a questionnaire is one of the most efficient approaches to gather the required information. Due to the fact that each process has its own attributes and the questionnaires cannot be standardized, but the information from the phase is essential and could be measured. In this study case company's all gathered information will be analyzed and furthermore the BCFI measurement tools will be applied. The original research has been testified that, with the above-mentioned method (BCFI) customer's experience of the "gap" between expected and received service can be easily resolved. Using this BCFI method it is also possible to find easier so called "weak" customer satisfaction indicators, which are not directly obvious. Companies have crucial to take the right decisions upon the areas of business interest. To have it done, the company should have able to made decisions with the right amount of customer's needs. The correct allocation and fast adaption of customer's needs with the right amount of standards is a key to competitive advantage. This paper shows use of this BCFI method and how it could help companies to define there's customer's needs and required development target area more specifically. (original abstract)
Słowa kluczowe
Rocznik
Tom
4
Numer
Strony
34--39
Opis fizyczny
Twórcy
autor
  • University of Vaasa, Finland
autor
  • University of Vaasa, Finland
Bibliografia
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Typ dokumentu
Bibliografia
Identyfikatory
Identyfikator YADDA
bwmeta1.element.ekon-element-000171568783

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