Super-Measure Management (SMM) and Customer Satisfaction: Investigating the Relationship

Abstract

This study aimed at exploring various determinants of super-measure management (SMM) namely, service guarantee, customer relationship, managing customers, strategic alignment and leadership on customer satisfaction and performance of the firm. Data were collected by using well-defined closed ended questionnaire. The study used reliability test and Pearson's correlation to analyze data. The result indicated that customer satisfaction and organizational performance are significantly positively related with service guarantee, customer relationship, way to manage customers, strategic alignment, and leadership style and practices of the employees. The findings suggest that incorporating these dimensions may provide service organization with the potential to improve performance and satisfy customers significantly.