Evangelos Grigoroudis

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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 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 companiesÕ performance regarding customer(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)
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)