Discovering relationships between service and customer satisfaction

Abstract

Organizations spend significant resources tracking customer satisfaction and managing service delivery. Although a great deal of effort is expended in understanding what goes on within each of these areas, little or no effort has been applied to identifying and quantifying the relationship between the two. The paper is aimed at discovering and establishing potential relationships between service data and customer satisfaction. This understanding will enable more effective management, which will lead to improved quality, reduced cost and increased customer satisfaction. Three years of data from an IBM operating system is used to measure the correlation between 15 service variables and nine customer satisfaction attributes.