Abstract | ||
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Internet usage is increasingly expanding, resulting to the growth of business offering Internet access to various customers.
These Internet Service Providers (ISPs) are confronted with a new competitive landscape, which is characterized by a significant
complexity and dynamics. This situation justifies a need for measuring customer satisfaction and analyzing factors that are
able to affect customer retention. Furthermore, in order to face increasing competition, the ISPs try to fulfill individual
customer expectations by diversify their service packages. This paper refers to a customer satisfaction survey for a major
ISP in Greece. The analysis is based on the MUSA method, which is an ordinal regression model based on the principles of multicriteria
decision analysis. The provided results are able to evaluate quantitative global and partial satisfaction levels and to determine
the strong and the weak points of the ISP. Moreover, segmentation analysis is performed in order to identify the different
groups of customers and estimate the homogeneity of preferences in distinguished customer segments. All these results are
able to help business organization to determine specific improvement actions and develop customized services. |
Year | DOI | Venue |
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2007 | 10.1007/BF02942389 | Operational Research |
Keywords | DocType | Volume |
customer satisfaction,musa method,internet | Journal | 7 |
Issue | ISSN | Citations |
2 | 1866-1505 | 1 |
PageRank | References | Authors |
0.37 | 7 | 5 |
Name | Order | Citations | PageRank |
---|---|---|---|
Panagiotis Kyriazopoulos | 1 | 4 | 3.45 |
Athanasios Spyridakos | 2 | 73 | 14.60 |
Evangelos Grigoroudis | 3 | 239 | 34.53 |
Yannis Siskos | 4 | 404 | 59.63 |
Denis Yannacopoulos | 5 | 37 | 6.71 |