Authors: Marko Laatu, Josu Takala
Addresses: University of Vaasa, Production Economics, P.O. Box 700, FIN - 65101 Vaasa, Finland. University of Vaasa, Production Economics, P.O. Box 700, FIN - 65101 Vaasa, Finland
Abstract: Achieving and maintaining good customer relationships is extremely important for the profitability and performance of a company. Customer satisfaction is considered as the most important criterion of quality awards. The aim of this empirical case study in a company working in global and high tech electro technical industries is to implement a systematic measurement for customer satisfaction according to the criteria of European Quality Award. The experiences (from 1992 to 1997) of the customer satisfaction measurements have been utilised for the further development of the measurement method. A lot of new, systematic and valuable information for customer satisfaction measurements is easily available, even without any charges, from totally new sources.
Keywords: business management; customer relationships; quality management; quality awards; implementation; customer satisfaction; measurement.
International Journal of Technology Management, 1999 Vol.17 No.7/8, pp.869-884
Available online: 06 Jul 2003 *Full-text access for editors Access for subscribers Purchase this article Comment on this article