{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,8,2]],"date-time":"2025-08-02T17:53:08Z","timestamp":1754157188023,"version":"3.41.2"},"reference-count":26,"publisher":"Emerald","issue":"6","license":[{"start":{"date-parts":[[2006,7,1]],"date-time":"2006-07-01T00:00:00Z","timestamp":1151712000000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2006,7,1]]},"abstract":"<jats:sec><jats:title content-type=\"abstract-heading\">Purpose<\/jats:title><jats:p>To address multiple problems facing a company's top management with respect to the customer satisfaction survey. Is the customer satisfaction survey still suitable after many years of use? What method should be applied to help ensure better utilization of information from the customer satisfaction survey? Should the three aspects (i.e. quality, delivery, and responsiveness) representing the customer satisfaction continue to be used as part of the survey's main contents. As an ISO 9001: 2000 certified company, the customer satisfaction survey is required.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Design\/methodology\/approach<\/jats:title><jats:p>A method was proposed to help integrate the survey results with other key performance indicators (or ratios). This integration represented the verification effort on the suitability of the customer satisfaction survey. The examinations into the interrelationships between these three aspects the company's performance indicators included three perspectives. They were: no time\u2010factor consideration; one\u2010period time\u2010lag factor; and two\u2010period time\u2010lag factor. The set of key performance indicators was selected jointly with the company's top management.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Findings<\/jats:title><jats:p>The findings indicated that the quality and responsiveness aspects were still suitable. This was because these results were closely related to the production volumes, number of customer complaints, number of customers, and, etc. Therefore, the revision of the customer satisfaction survey needed to focus on adding other aspects such as flexibility and courtesy while doing away with the delivery aspect.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Practical implications<\/jats:title><jats:p>The proposed method, and its findings and recommendations received positive responses from the company's top management. This method utilized and related existing performance information in an integrated manner.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Originality\/value<\/jats:title><jats:p>This study generated a potential approach to understand and to help interpret the customer satisfaction survey's results, to boost the utilization of relevant performance information, and likely to assist in a target\u2010setting process during a planning session.<\/jats:p><\/jats:sec>","DOI":"10.1108\/02635570610671515","type":"journal-article","created":{"date-parts":[[2006,7,4]],"date-time":"2006-07-04T08:11:29Z","timestamp":1152000689000},"page":"841-854","source":"Crossref","is-referenced-by-count":11,"title":["Proposed verification method for the content suitability of the customer satisfaction survey"],"prefix":"10.1108","volume":"106","author":[{"given":"Josu","family":"Takala","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Amnat","family":"Bhufhai","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Kongkiti","family":"Phusavat","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"140","reference":[{"key":"key2022020120235338000_b1","doi-asserted-by":"crossref","unstructured":"Ahn, J.Y., Kim, S.K. and Han, K.S. 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