Talk:Customer satisfaction/Archives/2012

How tos measure customer satisfaction

글쎄요 —Preceding unsigned comment added by 152.99.32.65 (talk) 09:04, 15 December 2008 (UTC) Customer Satisfaction can be measured on a quantitative basis. Work done by Parasuraman, Zeithaml and Berry between 1985 and 1988 provides the basis for the measurement of customer satisfaction with a service by using the gap between the customer's expectation of performance and their perceived experience of performance. This provides the measurer with a satisfaction "gap" which is objective and quantitiative in nature. Work done by Cronin and Taylor propose the "confirmation/disconfirmation" theory of combining the "gap" described by Parasuraman, Zeithaml and Berry as two different measures (perception and expectation of performance) into a single measurement of performance according to expectation. so what,