Discuss the role of quality initiatives in customer satisfaction
Answers

Customer satisfaction index and its role in quality management
Jan A Eklof, Anders Westlund
Total Quality Management 9 (4-5), 80-85, 1998
The ultimate driving force for any economy is determined by the demands of the people. For that reason, studies focusing on actual user valuation of supplied products (goods and services) are essential. The global economy is rapidly changing, with fundamental shifts in performance and competitiveness between regions, national and individual economic actors. Strong eŒorts are needed, for example, in order for Europe to regain a leading position in the global arena. Monitoring and policy reformation of economic structures call for renewed approaches, conceptual tools and empirical information at all levels of society. Customer satisfaction studies constitute an important instrument for such analyses. In addition to facilitating a more in-depth understanding of the dynamic processes of customer±supplier interaction, information on customer satisfaction is needed for better policy and decision-making at all levels of society, including: