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What is Customer Satisfaction Measurement Review about?
This document summarizes a literature review on measuring customer satisfaction. It reviewed 103 articles from over 50 journals and conferences. The main methodologies used for measuring customer satisfaction identified in the literature are classified into two approaches: direct and indirect. The direct approach includes surveys using SERVQUAL and the National Customer Satisfaction Index. The indirect approach uses statistical techniques like probit/logit models, data envelopment analysis, and important pe
- Author
- Juliantara Gandhi
- Language
- EN