How To Measure Service Quality & Customer Satisfaction: The Informal Field Guide for Tools and Techniques [Hardcover]

Chuck Chakrapani (Author)

Book Description

ISBN-10: 0877572674 | ISBN-13: 978-0877572671 | Publication Date: July 1, 1999 | Edition: 1

You've heard the buzzwords: service quality; quality improvement; customer satisfaction. You've seen the techniques: fishbone diagrams; flow charts; brainstorming. Never before have so many service quality and customer satisfaction techniques been gathered, efficiently organized, and clearly presented in a single volume. This unique guide takes you through the maze of measurement tools, explaining each with clarity using exhibits and examples. Parts I and II give an overview of what service quality is and how standard measurement techniques can actually mislead if used incorrectly. In Part III, Chakrapani uses his "P3D3" matrix to explain which tool works best for different measurement needs. Part IV describes how to measure customer satisfaction, and Parts V and VI tie it all together with a discussion of developing a philosophy of quality and an overview of how to apply the right tools to different measurement problems. This book is an excellent introduction to those who are new in the field, as well as an indispensable reference for veterans in service quality and customer satisfaction.

Editorial Reviews

From the Inside Flap

You've heard the buzzwords: Service quality. Customer satisfaction. Quality improvement. You've seen the techniques: Fishbone diagrams. Brainstorming. But what do they mean? Which technique is the right one? How do you know when you've achieved your customer satisfaction goals?

How to Measure Service Quality and Customer Satisfaction can help you answer these questions. Chakrapani takes you through the maze of measurement tools, explaining them with clarity using exhibits and examples.

Parts I and II give an overview of what service quality is and how standard measurement techniques actually can mislead if used incorrectly. Here, each technique is explained in simple terms, with a brief description of how it can be carried out and its results interpreted.

In Part III, Chakrapani uses his "P3D3" matrix to explain which tools work best for different measurement needs.

Part IV is devoted to the measurement of customer satisfaction, and Parts V and VI tie it all together with a discussion of developing a philosophy of quality and an overview of how to apply the right tools to different measurement problems.

This unique source of reference will help managers determine how serious they are about improving service quality and get started on the right track using quality improvement tools and techniques that are based on the teaching of W. Edwards Deming, Philip Crosby, and Joseph Juran. This is an excellent introduction for those new to the field and an indispensible reference for veterans of service quality and customer satisfaction measurement.

About the Author

Chuck Chakrapani is Chief Executive Officer of Millward Brown Goldfarb, President of Standard Research Systems, Adjunct Professor at the DeGroote School of Business at McMaster University, and former Executive Director and President of the PMRS.

Product Details

• Hardcover: 284 pages
• Publisher: South-Western Educational Pub; 1 edition (July 1, 1999)
• Language: English
• ISBN-10: 0877572674
• ISBN-13: 978-0877572671
• Product Dimensions: 9.2 x 6.5 x 0.9 inches
• Shipping Weight: 1.2 pounds (View shipping rates and policies)
• Amazon Best Sellers Rank: #2,064,608 in Books (See Top 100 in Books)

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