Customer Satisfaction in Service Industries

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his book will take readers through the area of modeling customer satisfaction. It goes through the concept of quality and shows how the customer satisfaction index can be used to measure the business excellence of an organisation. It also describes the role of customer satisfaction within an organisation and how this links in with an organisation's total quality process. In addition to rationalising and ramifying the use of a customer satisfaction index it outlines various dimensions of customer satisfaction measurements and covers the necessary methodology along with justification and process of developing questionnaires. Finally, this book provides details of the results generated by three different models for customer satisfaction index and their comparisons with different data sets collected from the public and private sectors which incorperate South Yorkshire Police, the Yorkshire Purchasing Organisation and the World Congress for Total Quality Management.Professor Kanji, who is the Director of Kanji Quality Culture Ltd., is also Emeritus Professor of applied statistics at Sheffield Hallam University. He is also the founder editor of the two international journals namely, Journal of Applied Statistics and that of Total Quality Management. With a career spanning 38+ years in the field of statistics and quality, incorporating teaching, publishing journals and books, writing technical papers and presenting research findings around the world, Professor Kanji is an enthusiastic teacher, trainer, researcher and innovator. Having published more than 70 research papers and 15 books in Statistics and Total Quality Management, Professor Kanji is a very active fellow member of the American Society for Quality (ASQ) and a promoter of ASQ in the UK. He was appointed as Vice Chair of the International Chapter of the ASQ for Europe and the Middle East. In addition to presenting papers at other high profile international conferences he presents papers at the Annual ASQ Congress. He is a Fellow of the Institute of Statisticians and of the Royal Statistical Society, a Member of the International Statistical Institute and an Academician of the International Academy for Quality (IAQ). As a renowned teacher and consultant, his lectures have inspired audiences and individuals around the world and as Chairman of the EMPTQM group he has helped to develop a European Masters programme in Total quality management under the umbrella of EFQM. Professor Kanji has organised and chaired 8 World Congresses for Total quality Management, in the UK, Russia and Italy, Dubai and has been appointed by the European Commission to act as a technical expert for the development of the European Customer Satisfaction Index. Through his company, Kanji Quality Culture Ltd., he has introduced a Business Excellence Model to measure stakeholders' satisfaction within organisations He has been appointed President of the European Society for Organisational Excellence (ESOE), Vice-President of the International Foundation for Customer Focus IFCF) and visiting professor at Leicester University. He has received (2002) Grant Medal from ASQ.