Evangelos Grigoroudis

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The purpose of this introductory part is to present an overall view of what MCDA<lb>is today. In Section 1, I will attempt to bring answers to questions such as: what<lb>is it reasonable to expect from MCDA? Why decision aiding is more often multi-<lb>criteria than monocriterion? What are the main limitations to objectivity? Section<lb>2 will be devoted to(More)
The multicriteria method MUSA (MUlticriteria Satisfaction Analysis) for measuring and analysing customer satisfaction is presented in this paper. The MUSA method is a preference disaggregation model following the principles of ordinal regression analysis (inference procedure). The integrated methodology evaluates the satisfaction level of a set of(More)
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 clients’ preferences and expectations. In this way, company’s performance may be evaluated(More)
The Balanced Scorecard (BSC) methodology focuses on major critical issues of modern business organisations: the effective measurement of corporate performance and the evaluation of the successful implementation of corporate strategy. Despite the increased adoption of the BSC methodology by numerous business organisations during the last decade, limited case(More)
The most important efforts that have been reported for the development of generic satisfaction barometers during the last years refer to individual business organisations, industry sectors or the total of national economies. The main aim of these efforts is the data collection either for comparative analysis of companies performance regarding customer(More)
The assessment of website quality is considered as a problem of measuring user satisfaction, in order to analyse user perceptions and preferences. The presented pilot user satisfaction survey concerns the major cellular phone service providers in Greece. The analysis is based on a multicriteria preference disaggregation approach for satisfaction(More)
We study a single-stage production system that produces one product type. The system employs a base stock policy to maintain an inventory of finished items and cope with random demand. During stockout periods, the system incurs three types of potential customer loss: (a) balking, i.e., arriving customers may be unwilling to place orders and leave(More)