Association of Marketing Theory and Practice Proceedings 2010
 

Document Type

Conference Proceeding

Conference Track

Marketing Research/ Demographics/ Consumer Behavior

Publication Date

2010

Abstract

Traditional transaction surveys such as service feedback cards (SFCs) are widely embraced by different service organizations to measure a service quality or to assess customer satisfaction with specific transactions. This paper pursues to apply the statistical quality control technique of -chart (X-bar) to analyze the scaled collected data of these SFCs. The proposed method establishes the control limits to what is being measured for meeting the managerial objectivity of monitoring, controlling, or improving a service performance.

Copyright Statement / License for Reuse

Digital Commons@Georgia Southern License

Included in

Marketing Commons

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