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Leistungsoptimierung auf Basis von Kundenzufriedenheitsuntersuchungen

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  • Thomas Lehmann, Gerald Reiner

Abstract

Durch den steigenden Wettbewerbsdruck wird die regelm�ige Erhebung der Kundenzufriedenheit in zunehmenden Ma� notwendig. Das prim�e Ziel der proze�pezifischen Analyse von Kundenzufriedenheitsuntersuchungen besteht in der Bestimmung von Schwachstellen im Unternehmen. Die Ermittlung dieser Schwachpunkte wird jedoch durch die Existenz von unterschiedlichen Ans�zen zur Konzeptualisierung und Messung der Kundenzufriedenheit erschwert. Unter diesem Aspekt wird im folgenden ein Verfahren betrachtet, das zur Bestimmung von Schlsselprozessen im Unternehmen geeignet ist. Ferner wird diese Methode durch ein System erweitert, das interne Kennzahlen zur detaillierteren Bewertung der Leistungsbestandteile einbezieht.

Suggested Citation

  • Thomas Lehmann, Gerald Reiner, 2000. "Leistungsoptimierung auf Basis von Kundenzufriedenheitsuntersuchungen," Working Paper Series A 2000-05, Friedrich-Schiller-Universität Jena, Wirtschaftswissenschaftliche Fakultät.
  • Handle: RePEc:jen:jenabe:2000-05
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