Title: Customer satisfaction data on service quality: collection and analysis by different types of service firms

Authors: Sidhartha R. Das, Cem Canel

Addresses: George Mason University, School of Management, 4400 University Drive, Fairfax, VA 22030-4444, USA. ' University of North Carolina Wilmington, Cameron School of Business, Department of Information Systems and Operations Management, 601 S. College Road, Wilmington, NC 28403-3297, USA

Abstract: This research presents the results of a study that examines the extent to which different types of service firms utilise customer satisfaction data obtained by formal feedback mechanisms. It first classifies service firms into different categories or types by using well-known service classification models that are described in the literature. Data obtained from a survey is then used to test a set of hypotheses regarding the extent to which different types of service firms collect and analyse customer satisfaction data related to service quality.

Keywords: customer satisfaction; service classification; service quality; feedback; data collection; data analysis.

DOI: 10.1504/IJSTM.2006.011002

International Journal of Services Technology and Management, 2006 Vol.7 No.4, pp.332 - 346

Available online: 03 Oct 2006 *

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