In which terms can satisfaction be measured?
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The usual measures of customer satisfaction involve a survey using a Likert scale. The customer is asked to evaluate each statement in terms of their perceptions and expectations of performance of the organization being measured.
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There are two approaches for measuring the satisfaction of a consumer.
- Cardinal approach
- Ordinal approach
Cardinal approach :-
Cardinal measurement means the satisfaction can be measured in term of Cardinal numbers or units like 1 2 and 3.
Ordinary approach :-
ordinal measurement means that satisfaction can be ranked as high or low .
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