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Messung der Kundenzufriedenheit

Theoretisches Konstrukt und Operationalisierung

Ulrich Klapp

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Paperback / softback
07 January 2010
$73.00
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Studienarbeit aus dem Jahr 2008 im Fachbereich BWL - Industriebetriebslehre, Note: 1,7, FernUniversität Hagen (Douglas-Lehrstuhl für Dienstleistungsmanagement), Veranstaltung: Dienstleistungsmanagement, Sprache: Deutsch, Abstract: Mitarbeiter und Management von Unternehmungen sind schon immer dem Ziel verpflichtet gewesen, ihr Handeln an den Erwartungen der Kunden auszurichten, um deren Zufriedenheit sicherzustellen. Konsequent fordert die DIN EN ISO 9001:2000 daher bereits in ihrer Einleitung, das es das Ziele jedes (Qualitäts-) Managementsystems ist, die Kundenzufriedenheit durch die Erfüllung der Kundenerwartungen zu steigern.Die Wahrnehmungen des Kunden hinsichtlich der Erfüllung seiner Erwartungen sind daher mit geeigneten Verfahren zu messen, um zu überprüfen, ob dieses Ziel auch tatsächlich erreicht wird: „As one of the measurements of the performance of the quality management system, the organisation shall monitor information relating to customer perception as to whether the organisation has met customer requirements. The methods for obtaining and using this information shall be determined." Was aber genau ist nun unter dem Begriff der Kundenzufriedenheit zu verstehen und welche Möglichkeiten gibt es, dieses offenbar nicht direkt beobachtbare Konstrukt zu messen? Diesen Fragestellungen ist die vorliegende Arbeit gewidmet. Nachdem sie im Rahmen eines Seminars am Douglas-Lehrstuhl für Dienstleistungsmanagement der Fernuniversität Hagen entstand, ist der Schwerpunkt auf den Dienstleistungssektor gerichtet.Als konstitutive Merkmale von Dienstleistungen werden hierbei die Immaterialität des Leistungsergebnisses und die Integration des Kunden in den Leistungserstellungsprozess verstanden.

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$73.00
In Stock: Ships in 7-9 Days
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Messung der Kundenzufriedenheit

$73.00

Description

Studienarbeit aus dem Jahr 2008 im Fachbereich BWL - Industriebetriebslehre, Note: 1,7, FernUniversität Hagen (Douglas-Lehrstuhl für Dienstleistungsmanagement), Veranstaltung: Dienstleistungsmanagement, Sprache: Deutsch, Abstract: Mitarbeiter und Management von Unternehmungen sind schon immer dem Ziel verpflichtet gewesen, ihr Handeln an den Erwartungen der Kunden auszurichten, um deren Zufriedenheit sicherzustellen. Konsequent fordert die DIN EN ISO 9001:2000 daher bereits in ihrer Einleitung, das es das Ziele jedes (Qualitäts-) Managementsystems ist, die Kundenzufriedenheit durch die Erfüllung der Kundenerwartungen zu steigern.Die Wahrnehmungen des Kunden hinsichtlich der Erfüllung seiner Erwartungen sind daher mit geeigneten Verfahren zu messen, um zu überprüfen, ob dieses Ziel auch tatsächlich erreicht wird: „As one of the measurements of the performance of the quality management system, the organisation shall monitor information relating to customer perception as to whether the organisation has met customer requirements. The methods for obtaining and using this information shall be determined." Was aber genau ist nun unter dem Begriff der Kundenzufriedenheit zu verstehen und welche Möglichkeiten gibt es, dieses offenbar nicht direkt beobachtbare Konstrukt zu messen? Diesen Fragestellungen ist die vorliegende Arbeit gewidmet. Nachdem sie im Rahmen eines Seminars am Douglas-Lehrstuhl für Dienstleistungsmanagement der Fernuniversität Hagen entstand, ist der Schwerpunkt auf den Dienstleistungssektor gerichtet.Als konstitutive Merkmale von Dienstleistungen werden hierbei die Immaterialität des Leistungsergebnisses und die Integration des Kunden in den Leistungserstellungsprozess verstanden.

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