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Customer Satisfaction: A Comprehensive Approach

International Journal of Physical Distribution & Logistics Management

ISSN: 0960-0035

Article publication date: 1 June 1990


In recognising the need to research the concept of customer satisfaction the study aims to develop a strategic approach to measuring a customer′s satisfaction with a particular enterprise. The study is an attempt to (1) develop an overall concept of customer satisfaction; (2) provide a detailed relationship structure for implementation within a company; and (3) identify potential research areas. A basic premiss of the study is that the focus should be on maximising total product value to the customer; and then, second, that customer satisfaction of external customers is inter‐dependent on the satisfaction of internal customers. The framework of the research centres on a proposed model which integrates all aspects so as to maximise the potential of the organisation and all its subsystems to create and sustain satisfied customers. The approach begins with a conceptualisation phase in which the concept of customer satisfaction is explored. Attributes are then classified into services and this is then extended to integrate the internal customer into a total service model; applying gap‐analysis to this model. Enterprise satisfaction provides the basis for extending the total service model; positioning is applied to the customer satisfaction strategy; and operationalising of this strategy is proposed through an implementation model.



Nagel, P.J.A. and Cilliers, W.W. (1990), "Customer Satisfaction: A Comprehensive Approach", International Journal of Physical Distribution & Logistics Management, Vol. 20 No. 6, pp. 2-46.




Copyright © 1990, MCB UP Limited