CONTINUED ASSESSMENT USING SHEWHART CHARTS: A PRELIMINARY INSIGHT INTO SUPERVISORY TECHNIQUE OF EVALUATING CUSTOMER SATISFACTION LEVELS

Customer Satisfaction Levels and their measurement is significant for any Service Organization, especially keeping in mind the tangible nature of its products. Thus, the gradation, measurement and benchmarking of Customer Satisfaction is significant. In this paper the researchers have used the unearthed construct from an Exploratory Factor Analysis on data collected using SERVQUAL 22 item research instrument to create a set of Shewhart Control Curves on the Factors. The idea mooted by this research is a continued revision on the said curves, using contemporary data to create a model for continued assessment of customer levels. KEYWORDS: Shewhart Charts, Customer Satisfaction, Continued Assessment, LCL, UCL