Archives for September 19th, 1998

MEASUREMENT OF CUSTOMER SATISFACTION

Abstracts, PublicNet: 19 September, 1998

Nicholls J A F, Gilbert G R, Roslow S

Journal of Consumer Marketing, (UK), 1998 Vol 15 No 3
Start page: 239 No of pages: 13

Aims to help organizations develop an instrument with which to measure customer satisfaction within a service setting. Reviews the literature relating to service quality and customer satisfaction, focusing on customer expectation, technical and functional approaches, the influence of time, and service quality versus service satisfaction. Focuses on the immediate service encounter rather than recollection; outlines the seven-stage process used to develop the instrument: researching, investigating, testing
and refining the preliminary instrument and developing, administering and analysing the final version. Finds that private-sector customers (book shops, banks, bowling alleys and race courses) demonstrate higher levels of satisfaction than do public-sector customers (university library and cafe, public transport and cruise liner). Presents implications and recommendations for managers, claiming that this instrument is valuable for making comparisons and measuring against US Government targets. Briefly looks at further uses for the test.

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ACCOUNTANCY REGULATION REFORMED

Headlines, PublicNet: 19 September, 1998

A package of measures has been announced which will aim to provide better, independent regulation of the accountancy profession, covering both private and public sector.

Secretary of State for Trade and Industry, Peter Mandelson said: “The proposals will ensure transparent and robustly independent regulation, to be delivered in partnership with the profession.”

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RESEARCH ENSURES PUBLIC SPENDING HITS THE SPOT

Headlines, PublicNet: 19 September, 1998

Pilot research which aims to measure whether deprived areas really benefit from attempts to target public spending has been welcomed by the Government.

The study measured public spending in Brent, Liverpool and Nottingham and found it was seventeen per cent above average. In some of the most deprived council ward areas spending could be as much as 45 per cent above average.

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