CUSTOMER SATISFACTION MEASUREMENT IN （客户满意度测量）.pdfVIP

CUSTOMER SATISFACTION MEASUREMENT IN THE PRIVATE BANK SECTOR G. Mihelis(1), E. Grigoroudis(2), Y. Siskos(2), Y. Politis(2) and Y. Malandrakis(2) (1) Commercial Bank of Greece Sofokleous 11, 10235 Athens, GREECE (2) Technical University of Crete Decision Support Systems Laboratory University Campus, 73100 Chania, GREECE Abstract Customer satisfaction represents a modern approach for quality in enterprises and organisations and serves the development of a truly customer-focused management and culture. Measuring customer satisfaction offers an immediate, meaningful and objective feedback about clientsí preferences and expectations. In this way, companyís performance may be evaluated in relation to a set of satisfaction dimensions that indicate the strong and the weak points of a business organisation. This paper presents an original customer satisfaction survey in the private bank sector. The implemented methodology is based on the principles of multicriteria analysis and preference disaggregation modelling. The most important results are focused on the determination of the critical service dimensions and the segmentation to customer clusters with distinctive preferences and expectations. Key words: Multicriteria analysis, preference disaggregation, ordinal regression, customer satisfaction analysis 1. INTRODUCTION Modern management scienceís philosophy considers customer satisfaction as a baseline standard of performance and a possible standard of excellence for