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Customer Satisfaction

Customer Satisfaction & how can we measure it



By: Omid Nasrollah Mazandarani

BACKGROUND OF THE WRITER

As a student of Masters of Business Administration specialization in general management with the background of Bachelor of Industrial engineering the writer has four years experiences in the automobile industry. These experiences and background help me to understand the role of customer satisfaction in terms of organization profitability.

Abstract:

This proposal examines customer satisfaction models for assessing the relationship of overall satisfaction with a product or service and satisfaction with specific aspects of the product or service for organizations having multiple units or subunits. These units could be stores, markets, dealers, divisions, and so on. The authors suggest a method for studying whether the drivers of overall satisfaction vary across such units. For cases where the drivers do vary across subunits, they show how additional variables can......


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Approximate Word Count: 3070
Approximate Pages: 13 (250 words per double-spaced page)

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