IDEAS home Printed from https://ideas.repec.org/a/tuk/qipqip/v16y2012i15.html
   My bibliography  Save this article

Monitoring Customer Satisfaction in Service Industry: A Cluster Analysis Approach

Author

Listed:
  • Matúš Horváth
  • Alexandra Michalkova

Abstract

One of the key performance indicators of quality management system of an organization is customer satisfaction. The process of monitoring customer satisfaction is therefore an important part of the measuring processes of the quality management system. This paper deals with new ways how to analyse and monitor customer satisfaction using the analysis of data containing how the customers use the organisation services and customer leaving rates. The article used cluster analysis in this process for segmentation of customers with the aim to increase the accuracy of the results and on these results based decisions. The aplication example was created as a part of bachelor thesis.

Suggested Citation

  • Matúš Horváth & Alexandra Michalkova, 2012. "Monitoring Customer Satisfaction in Service Industry: A Cluster Analysis Approach," Quality Innovation Prosperity, Technical University of Košice, Department of integrated management, vol. 16(1).
    • Handle: RePEc:tuk:qipqip:v:16:y:2012:i:1:5
    as

    Download full text from publisher

    File URL: http://www.qip-journal.eu/index.php/QIP/article/download/61/41
    Download Restriction: no
    ---><---

    More about this item

    Keywords

    customer satisfaction; cluster analysis; service quality;
    All these keywords.

    JEL classification:

    • Z - Other Special Topics

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:tuk:qipqip:v:16:y:2012:i:1:5. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Peter Bober (email available below). General contact details of provider: .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.