IDEAS home Printed from https://ideas.repec.org/a/eee/ejores/v152y2004i2p334-353.html
   My bibliography  Save this article

A survey of customer satisfaction barometers: Some results from the transportation-communications sector

Author

Listed:
  • Grigoroudis, E.
  • Siskos, Y.

Abstract

No abstract is available for this item.

Suggested Citation

  • Grigoroudis, E. & Siskos, Y., 2004. "A survey of customer satisfaction barometers: Some results from the transportation-communications sector," European Journal of Operational Research, Elsevier, vol. 152(2), pages 334-353, January.
    • Handle: RePEc:eee:ejores:v:152:y:2004:i:2:p:334-353
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0377-2217(03)00028-6
    Download Restriction: Full text for ScienceDirect subscribers only
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Mihelis, G. & Grigoroudis, E. & Siskos, Y. & Politis, Y. & Malandrakis, Y., 2001. "Customer satisfaction measurement in the private bank sector," European Journal of Operational Research, Elsevier, vol. 130(2), pages 347-360, April.
    2. Grigoroudis, E. & Siskos, Y., 2002. "Preference disaggregation for measuring and analysing customer satisfaction: The MUSA method," European Journal of Operational Research, Elsevier, vol. 143(1), pages 148-170, November.
    3. Claes Fornell, 1995. "The Quality of Economic Output: Empirical Generalizations About Its Distribution and Relationship to Market Share," Marketing Science, INFORMS, vol. 14(3_supplem), pages 203-211.
    4. Johnson, Michael D. & Fornell, Claes, 1991. "A framework for comparing customer satisfaction across individuals and product categories," Journal of Economic Psychology, Elsevier, vol. 12(2), pages 267-286, June.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Chung-Yi Lin & Shu-Yi Liaw & Chao-Chun Chen & Mao-Yuan Pai & Yuh-Min Chen, 2017. "A computer-based approach for analyzing consumer demands in electronic word-of-mouth," Electronic Markets, Springer;IIM University of St. Gallen, vol. 27(3), pages 225-242, August.
    2. Ferreira, Diogo Cunha & Marques, Rui Cunha & Nunes, Alexandre Morais & Figueira, José Rui, 2021. "Customers satisfaction in pediatric inpatient services: A multiple criteria satisfaction analysis," Socio-Economic Planning Sciences, Elsevier, vol. 78(C).
    3. Saqib Mehmood & Madiha Hamid, 2020. "Pakistani Customer Satisfaction Index," International Journal of Business and Economic Affairs (IJBEA), Sana N. Maswadeh, vol. 5(5), pages 240-255.
    4. Arabatzis, Garyfallos & Grigoroudis, Evangelos, 2010. "Visitors' satisfaction, perceptions and gap analysis: The case of Dadia-Lefkimi-Souflion National Park," Forest Policy and Economics, Elsevier, vol. 12(3), pages 163-172, March.
    5. Grigoroudis, Evangelos & Litos, Charalambos & Moustakis, Vassilis A. & Politis, Yannis & Tsironis, Loukas, 2008. "The assessment of user-perceived web quality: Application of a satisfaction benchmarking approach," European Journal of Operational Research, Elsevier, vol. 187(3), pages 1346-1357, June.
    6. Adnan Aktepe & Süleyman Ersöz & Bilal Toklu, 2019. "A multi-stage satisfaction index estimation model integrating structural equation modeling and mathematical programming," Journal of Intelligent Manufacturing, Springer, vol. 30(8), pages 2945-2964, December.
    7. Celik, Erkan & Bilisik, Ozge Nalan & Erdogan, Melike & Gumus, Alev Taskin & Baracli, Hayri, 2013. "An integrated novel interval type-2 fuzzy MCDM method to improve customer satisfaction in public transportation for Istanbul," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 58(C), pages 28-51.
    8. Phau, Ian & Ferguson, Graham, 2013. "Validating the Customer Satisfaction Survey (CSS) Scale in the Australian fast food industry," Australasian marketing journal, Elsevier, vol. 21(3), pages 147-154.
    9. Satria, Rd. Okky & Suzanto, Boy & Sidharta, Iwan, 2015. "Measuring Customer Satisfaction and Loyalty through Student Perception on Mobile Broadband Usage Based On Consumer Satisfaction Index Model," MPRA Paper 76779, University Library of Munich, Germany, revised 15 Aug 2015.
    10. Leila MOHAMMED EL HADJ & Djalel Eddine YAHIAOUI & Abir SAYAH, 2024. "Proposal of a Customer Satisfaction Index Model (Part of the Antecedents) Adopted to the Algerian Context," Management and Economics Review, Faculty of Management, Academy of Economic Studies, Bucharest, Romania, vol. 9(1), pages 41-60, February.
    11. Ismahene Aouadni & Abdelwaheb Rebai, 2017. "Decision support system based on genetic algorithm and multi-criteria satisfaction analysis (MUSA) method for measuring job satisfaction," Annals of Operations Research, Springer, vol. 256(1), pages 3-20, September.
    12. Stelzer, Anselmo & Englert, Frank & Hörold, Stephan & Mayas, Cindy, 2016. "Improving service quality in public transportation systems using automated customer feedback," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 89(C), pages 259-271.
    13. Bérangère Gosse & Christian Hurson, 2016. "Assessment and improvement of employee job-satisfaction: a full-scale implementation of MUSA methodology on newly recruited personnel in a major French organisation," Annals of Operations Research, Springer, vol. 247(2), pages 657-675, December.
    14. Ming-Lu Wu, 2014. "Cross-border comparative studies of service quality and consumer satisfaction: some empirical results," Eurasian Business Review, Springer;Eurasia Business and Economics Society, vol. 4(1), pages 89-106, June.
    15. Ziyuan Tang & Hasan Dinçer, 2019. "Selecting the House-of-Quality-Based Energy Investment Policies for the Sustainable Emerging Economies," Sustainability, MDPI, vol. 11(13), pages 1-22, June.
    16. Gabriela D. Oliveira & Luis C. Dias, 2020. "The potential learning effect of a MCDA approach on consumer preferences for alternative fuel vehicles," Annals of Operations Research, Springer, vol. 293(2), pages 767-787, October.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Arabatzis, Garyfallos & Grigoroudis, Evangelos, 2010. "Visitors' satisfaction, perceptions and gap analysis: The case of Dadia-Lefkimi-Souflion National Park," Forest Policy and Economics, Elsevier, vol. 12(3), pages 163-172, March.
    2. Gabriela D. Oliveira & Luis C. Dias, 2020. "The potential learning effect of a MCDA approach on consumer preferences for alternative fuel vehicles," Annals of Operations Research, Springer, vol. 293(2), pages 767-787, October.
    3. Grigoroudis, Evangelos & Litos, Charalambos & Moustakis, Vassilis A. & Politis, Yannis & Tsironis, Loukas, 2008. "The assessment of user-perceived web quality: Application of a satisfaction benchmarking approach," European Journal of Operational Research, Elsevier, vol. 187(3), pages 1346-1357, June.
    4. Bérangère Gosse & Christian Hurson, 2016. "Assessment and improvement of employee job-satisfaction: a full-scale implementation of MUSA methodology on newly recruited personnel in a major French organisation," Annals of Operations Research, Springer, vol. 247(2), pages 657-675, December.
    5. Makaratzi, Elisavet & Metaxas, Theodore & Terzidis, Konstantinos, 2016. "Improving service quality to local communities via satisfaction measurament in Greece: The MUSA approach," MPRA Paper 70973, University Library of Munich, Germany.
    6. Tsafarakis, Stelios & Kokotas, Theodosios & Pantouvakis, Angelos, 2018. "A multiple criteria approach for airline passenger satisfaction measurement and service quality improvement," Journal of Air Transport Management, Elsevier, vol. 68(C), pages 61-75.
    7. de Ruyter, Ko & Wetzels, Martin, 1998. "On the complex nature of patient evaluations of general practice service," Journal of Economic Psychology, Elsevier, vol. 19(5), pages 565-590, October.
    8. J-B Yang & D-L Xu & X Xie & A K Maddulapalli, 2011. "Multicriteria evidential reasoning decision modelling and analysis—prioritizing voices of customer," Journal of the Operational Research Society, Palgrave Macmillan;The OR Society, vol. 62(9), pages 1638-1654, September.
    9. Mujahid Mohiuddin Babu & Panuel Rozario Prince, 2011. "Factors Influencing the Overall Customer Satisfaction of the Wireless Internet Service Users: An Empirical Study in Bangladesh," Indian Journal of Commerce and Management Studies, Educational Research Multimedia & Publications,India, vol. 2(6), pages 14-24, September.
    10. G. Tomas M. Hult & Forrest V. Morgeson III & Udit Sharma & Claes Fornell, 2022. "Customer satisfaction and international business: A multidisciplinary review and avenues for research," Journal of International Business Studies, Palgrave Macmillan;Academy of International Business, vol. 53(8), pages 1695-1733, October.
    11. Evangelia Karasmanaki & Evangelos Grigoroudis & Spyridon Galatsidas & Georgios Tsantopoulos, 2023. "Satisfaction with Media Information about Renewable Energy Investments," Sustainability, MDPI, vol. 15(15), pages 1-15, July.
    12. Stefan Meinzer & Johann Prenninger & Patrick Vesel & Johannes Kornhuber & Judith Volmer & Joachim Hornegger & Björn M. Eskofier, 2016. "Translating satisfaction determination from health care to the automotive industry," Service Business, Springer;Pan-Pacific Business Association, vol. 10(4), pages 651-685, December.
    13. Grigoroudis, Evangelos & Noel, Laurent & Galariotis, Emilios & Zopounidis, Constantin, 2021. "An ordinal regression approach for analyzing consumer preferences in the art market," European Journal of Operational Research, Elsevier, vol. 290(2), pages 718-733.
    14. Pablo Gutiérrez Rodríguez & José Vázquez Burguete & Roger Vaughan & Jonathan Edwards, 2009. "Quality dimensions in the public sector: municipal services and citizen’s perception," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 6(1), pages 75-90, June.
    15. Ajimon George & Jobin Sahadevan, 2019. "A Conceptual Framework of Antecedents of Service Loyalty in Health Care: Patients’ Perspective," IIM Kozhikode Society & Management Review, , vol. 8(1), pages 50-59, January.
    16. Rouzaneh, Davoud & Yazdanpanah, Masoud & Jahromi, Arman Bakhshi, 2021. "Evaluating micro-irrigation system performance through assessment of farmers' satisfaction: implications for adoption, longevity, and water use efficiency," Agricultural Water Management, Elsevier, vol. 246(C).
    17. Munawwer Husain, 2015. "The Role of Brand Loyalty: The Case Study of Telekom Malaysia," International Review of Management and Marketing, Econjournals, vol. 5(3), pages 173-179.
    18. David Schindl & Nicolas Zufferey, 2015. "A learning tabu search for a truck allocation problem with linear and nonlinear cost components," Naval Research Logistics (NRL), John Wiley & Sons, vol. 62(1), pages 32-45, February.
    19. Jiayin Qi & Li Zhang & Yanping Liu & Ling Li & Yongpin Zhou & Yao Shen & Liang Liang & Huaizu Li, 2009. "ADTreesLogit model for customer churn prediction," Annals of Operations Research, Springer, vol. 168(1), pages 247-265, April.
    20. Noor Ul Hadi & Nadia Aslam & Amir Gulzar, 2019. "Sustainable Service Quality and Customer Loyalty: The Role of Customer Satisfaction and Switching Costs in the Pakistan Cellphone Industry," Sustainability, MDPI, vol. 11(8), pages 1-17, April.

    More about this item

    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:eee:ejores:v:152:y:2004:i:2:p:334-353. 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.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with 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: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/locate/eor .

    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.