Monitoring Customer Satisfaction in Service Industry: A Cluster Analysis Approach
One of the key performance indicators of quality management system of an organization is customer satisfaction. The process of monitoring customer satisfaction is therefore an important part of the measuring processes of the quality management system. This paper deals with new ways how to analyse an...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Technical University of Kosice
2012-11-01
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| Series: | Kvalita Inovácia Prosperita |
| Subjects: | |
| Online Access: | http://www.qip-journal.eu/index.php/QIP/article/download/61/41 |
| _version_ | 1818757118996512768 |
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| author | Matúš Horváth Alexandra Michalkova |
| author_facet | Matúš Horváth Alexandra Michalkova |
| author_sort | Matúš Horváth |
| collection | DOAJ |
| description | One of the key performance indicators of quality management system of an organization is customer satisfaction. The process of monitoring customer satisfaction is therefore an important part of the measuring processes of the quality management system. This paper deals with new ways how to analyse and monitor customer satisfaction using the analysis of data containing how the customers use the organisation services and customer leaving rates. The article used cluster analysis in this process for segmentation of customers with the aim to increase the accuracy of the results and on these results based decisions. The aplication example was created as a part of bachelor thesis. |
| first_indexed | 2024-12-18T06:05:52Z |
| format | Article |
| id | doaj.art-74e555a4103e47449077fda5e1ca7c84 |
| institution | Directory Open Access Journal |
| issn | 1335-1745 |
| language | English |
| last_indexed | 2024-12-18T06:05:52Z |
| publishDate | 2012-11-01 |
| publisher | Technical University of Kosice |
| record_format | Article |
| series | Kvalita Inovácia Prosperita |
| spelling | doaj.art-74e555a4103e47449077fda5e1ca7c842022-12-21T21:18:32ZengTechnical University of KosiceKvalita Inovácia Prosperita1335-17452012-11-011614954Monitoring Customer Satisfaction in Service Industry: A Cluster Analysis ApproachMatúš HorváthAlexandra MichalkovaOne of the key performance indicators of quality management system of an organization is customer satisfaction. The process of monitoring customer satisfaction is therefore an important part of the measuring processes of the quality management system. This paper deals with new ways how to analyse and monitor customer satisfaction using the analysis of data containing how the customers use the organisation services and customer leaving rates. The article used cluster analysis in this process for segmentation of customers with the aim to increase the accuracy of the results and on these results based decisions. The aplication example was created as a part of bachelor thesis.http://www.qip-journal.eu/index.php/QIP/article/download/61/41customer satisfactioncluster analysisservice quality |
| spellingShingle | Matúš Horváth Alexandra Michalkova Monitoring Customer Satisfaction in Service Industry: A Cluster Analysis Approach Kvalita Inovácia Prosperita customer satisfaction cluster analysis service quality |
| title | Monitoring Customer Satisfaction in Service Industry: A Cluster Analysis Approach |
| title_full | Monitoring Customer Satisfaction in Service Industry: A Cluster Analysis Approach |
| title_fullStr | Monitoring Customer Satisfaction in Service Industry: A Cluster Analysis Approach |
| title_full_unstemmed | Monitoring Customer Satisfaction in Service Industry: A Cluster Analysis Approach |
| title_short | Monitoring Customer Satisfaction in Service Industry: A Cluster Analysis Approach |
| title_sort | monitoring customer satisfaction in service industry a cluster analysis approach |
| topic | customer satisfaction cluster analysis service quality |
| url | http://www.qip-journal.eu/index.php/QIP/article/download/61/41 |
| work_keys_str_mv | AT matushorvath monitoringcustomersatisfactioninserviceindustryaclusteranalysisapproach AT alexandramichalkova monitoringcustomersatisfactioninserviceindustryaclusteranalysisapproach |