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Metrics and Models in Software Quality Engineering, Second Edition by Stephen H. Kan

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Chapter 14. Measuring and Analyzing Customer Satisfaction

Customer satisfaction is the ultimate validation of quality. Product quality and customer satisfaction together form the total meaning of quality. Indeed, what differentiates total quality management (TQM) from the sole focus on product quality in traditional quality engineering is that TQM is aimed at long-term business success by linking quality with customer satisfaction. In this modern-day quality era, enhancing customer satisfaction is the bottom line of business success. With ever-increasing market competition, customer focus is the only way to retain the customer base and to expand market share. Studies show that it is five times more costly to recruit a new customer than it is to ...

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