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)

• Yayın Türü: Makale / Tam Makale
• Cilt numarası: 48 Sayı: 5
• Basım Tarihi: 2006
• Doi Numarası: 10.1177/147078530604800509
• 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.