Marketing Research/ Demographics/ Consumer Behavior
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
Saleh, Usama A., "Fitting X-bar Chart to the Traditional Transaction Surveys Analysis" (2010). Association of Marketing Theory and Practice Proceedings 2010. 64.