Did your efforts really win customers satisfaction

The national customer satisfaction index NCSI shows that these indices compare and estimate the competitiveness and financial benefits for countries and industries. However, general enterprise uses the concepts of NCSI deficiently in the practice of CS activities. This paper will express the latent...

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Bibliographic Details
Published in:Industrial Management & Data Systems 2003, Vol.103 (4), p.253-262
Main Authors: Chien, TeKing, Chang, TienHsiang, Su, ChaoTon
Format: Report
Language:English
Subjects:
Competitive strategy
Customer satisfaction
Online Access:Get full text
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Summary:The national customer satisfaction index NCSI shows that these indices compare and estimate the competitiveness and financial benefits for countries and industries. However, general enterprise uses the concepts of NCSI deficiently in the practice of CS activities. This paper will express the latent variables in the NCSI models of different countries in order to highlight all the efforts companies have made in promoting CS activities to win customers satisfaction and loyalty. Through the successful experience of a Taiwanese company, the relationship between the NCSI and the various concrete issues within the CS program is compared. Also, this article proposes the concept of a matching rate to show how the necessary concrete issues of all CS activities must link with the latent variables of NCSI. Finally, the managerial implications of the matching rate are explained, and it is suggested how an enterprise can use the rate to draw up the strategy of the CS program.
ISSN:0263-5577
DOI:10.1108/02635570310470647