WIT Press


Customer Satisfaction: The Need For Multiple Perspectives Of Information System Quality

Price

Free (open access)

Paper DOI

10.2495/SQM940351

Volume

8

Pages

9

Published

1994

Size

875 kb

Author(s)

R.T. Vidgen, J.R.G. Wood & A.T. Wood-Harper

Abstract

A central concern of quality is customer satisfaction and any effective quality management system must incorporate a procedure for assessing the level of customer satisfaction achieved. A collapsed down view of customer satisfaction made through a single perspective lacks the richness to address situations characterized by complexity and messiness. An objective approach to assessing customer satisfaction should be supplemented (not replaced) by perspectives that reflect softer aspects of quality. Multiple perspectives represent different knowledge interests and cannot be reduced to a common denominator - judgement must be exercised to decide the relative weighting to be given to each of the perspectives. A customer satisfaction framework has

Keywords