Utilising surveys for finding improvement areas for customer satisfaction along the supply chain

DEVECİ KOCAKOÇ İ., Sen A.

INTERNATIONAL JOURNAL OF MARKET RESEARCH, cilt.48, sa.5, ss.623-636, 2006 (SSCI) identifier

  • Yayın Türü: Makale / Tam Makale
  • Cilt numarası: 48 Sayı: 5
  • Basım Tarihi: 2006
  • Dergi Adı: INTERNATIONAL JOURNAL OF MARKET RESEARCH
  • Derginin Tarandığı İndeksler: Social Sciences Citation Index (SSCI), Scopus
  • Sayfa Sayıları: ss.623-636
  • Dokuz Eylül Üniversitesi Adresli: Evet

Özet

In today's competitive environment, companies that want to survive need to improve their products and services. If customer satisfaction measurements are used as a source of improvement effort, the results will be more satisfactory and realistic. Satisfaction of the end customer is strongly related to satisfaction of the whole customer chain. If a company's wholesalers are not satisfied, it is likely that the end customers will be dissatisfied.