Model of Multi-objective

Customer satisfaction measurement, through MUSA model, provides the analysts with the highest and lowest performance indicators, pointing out the leverage opportunities and the weaknesses of the company. An extension of the MUSA methodology for modelling customer importance preferences for service characteristics is presented in this paper. Several approaches in the context of multiobjective linear programming are examined, which give the ability to compare derived and modelled weights of the satisfaction dimensions and to introduce the principles of Kano’s model to MUSA methodology.

18p moser 04-03-2009 231 23   Download