Hdl Handle:
http://hdl.handle.net/10034/37773
Title:
Measurement of customer satisfaction and performance measurement within a local government framework
Authors:
Wood, Sheena; Webb, Paul; Page, Steve
Abstract:
The aim of the paper is to establish a performance measurement framework for addressing and improving customer satisfaction levels within a public sector service. The paper describes the methods utilised in order to achieve these objectives by reviewing relevant literature associated with organisational performance and customer satisfaction. This informs and provide the framework for the research. A useful framework model was produced that facilitates the application of customer satisfaction measurement and enables performance in this respect to be monitored.
Affiliation:
University of Chester
Issue Date:
Jul-2007
URI:
http://hdl.handle.net/10034/37773
Type:
Presentation
Language:
en
Description:
Paper presented at conference at the Academy of Marketing, Royal Holloway College in London, UK, July 2007.
Appears in Collections:
University of Chester Business School

Full metadata record

DC FieldValueLanguage
dc.contributor.authorWood, Sheena-
dc.contributor.authorWebb, Paul-
dc.contributor.authorPage, Steve-
dc.date.accessioned2008-09-12T15:45:42Z-
dc.date.available2008-09-12T15:45:42Z-
dc.date.issued2007-07-
dc.identifier.urihttp://hdl.handle.net/10034/37773-
dc.descriptionPaper presented at conference at the Academy of Marketing, Royal Holloway College in London, UK, July 2007.en
dc.description.abstractThe aim of the paper is to establish a performance measurement framework for addressing and improving customer satisfaction levels within a public sector service. The paper describes the methods utilised in order to achieve these objectives by reviewing relevant literature associated with organisational performance and customer satisfaction. This informs and provide the framework for the research. A useful framework model was produced that facilitates the application of customer satisfaction measurement and enables performance in this respect to be monitored.en
dc.language.isoenen
dc.subjectcustomer satisfactionen
dc.subjectperformance measuresen
dc.subjectlocal governmenten
dc.titleMeasurement of customer satisfaction and performance measurement within a local government frameworken
dc.typePresentationen
dc.contributor.departmentUniversity of Chesteren
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