... with feedback on customer perceptions of their service quality, such as complaints procedures, surveys, suggestion boxes, focus groups and representation and consultation. © MCB UP Limited 1999 Customer satisfaction Higher education Service quality Services marketing Keywords Customer...

... received from a transaction exceed the costs of ownership. The same idea can be expressed as a ratio: Brand loyalty Competitive advantage Customer satisfaction Marketing Strategy Recently there has been a growing tide of articles, papers and even conferences devoted to the question...

..., and service quality theorists. However, in spite of the availability of many techniques and systems for monitoring and measuring customer satisfaction and using it in decision making, there are major implementation problems facing a customer satisfaction strategy which have been totally ignored. An internal...