Utilising surveys for finding improvement areas for customer satisfaction along the supply chain
INTERNATIONAL JOURNAL OF MARKET RESEARCH, cilt.48, sa.5, ss.623-636, 2006 (SSCI, Scopus)
- 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.