Analysis of customer satisfaction using surveys with open questions

In this paper the use of open-ended questionnaires to improve the evaluation of customer satisfaction according to ISO 9001 in small and medium-sized enterprises is analyzed. By obtaining more information in comparison to the closed questions questionnaire some limitations coming from the second one...

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Autores:: Medina-Merodio, Jose Amelio
de Pablos-Heredero, Carmen
Jiménez-Rodríguez, María Lourdes
Marcos-Ortega, Luis de
Barchino-Plata, Roberto
Rodríguez-García, Daniel
Gómez-Aguado, Daniel

Tipo de recurso:: Article of journal

Fecha de publicación:: 2014

Institución:: Universidad Nacional de Colombia

Repositorio:: Universidad Nacional de Colombia

Idioma:: spa