MULTIATTRIBUTE CONTROL CHART FOR CUSTOMER SATISFACTION MEASUREMENT

This article deals with the problem of measuring and controlling customer satisfaction. In literature most of the proposed methods are carried on the basis of questionnaires focused on the gap between the Perceived and the Expected Quality. This paper introduces the use of multiattribute control chart for the measurement of customer satisfaction. This approach allows a simultaneous evaluation of the different characters of the service and the overall quality dimension. The advantage of this procedure is to avoid the synthesis of the charts for each quality dimension, using a multiattribute chart.