Chien, Te‐King; Chang, Tien‐Hsiang; Su, Chao‐Ton - In: Industrial Management & Data Systems 103 (2003) 4, pp. 253-262
The national customer satisfaction index (NCSI) shows that these indices compare and estimate the competitiveness and financial benefits for countries and industries. However, general enterprise uses the concepts of NCSI deficiently in the practice of CS activities. This paper will express the...