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Total Quality Management Volume 12, 2001 - Issue 7-8
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Original Articles

Customer satisfaction: How can I measure it?

Yoshio Kondo Kyoto University, 29 Higashi-Takagich, Shimogamo Sakyo-ku, Kyoto, 606-0865, Japan
Pages 867-872 | Published online: 07 Sep 2007

References

  • Andersen , A. 1998 . American Customer Satisfaction Index—Methodological Report , Milwaukee : ASQ .
  • Dahlgaard , Sumi , P. and Kondo , Y. 2000 . The reconceptualization of human needs and motivation for quality . The Best on Quality , 11 : 40
  • Herzberg , F. 1969 . The Motivation to Work , New York : John Wiley .
  • Ishikawa , K. 1990 . Introduction to Quality Control , 16 Tokyo : 3A Corporation .
  • Kano , N. , Seraku , N. , Takahashi , F. and Tsuji , S. 1996 . Attractive quality and must-be quality . The Best on Quality , 7 : 165
  • Kondo , Y. 1995 . Companywide Quality Control , 3 Tokyo : 3A Corporation .
  • Maslow , A.H. 1953 . A theory of human motivation . Psychological Review , 5 : 370
  • Shewhart , W.A. 1931 . Economic Control of Quality of Manufactured Product , 53 New York : D. Van Nostrand Co. .
  • Zeleny , M. 1990 . Management wisdom of the West . Human Systems Management , 9 : 119

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