Measuring and benchmarking customer satisfaction: Implications for organizational and stakeholder accountability

Journal of Extension

Volumn 40, Issue 1, 2002, Pages

  Radhakrishna, Rama ^a  

^a PENNSYLVANIA STATE UNIVERSITY   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 3042641024     PISSN: 10775315     EISSN: None     Source Type: Journal    
DOI: None     Document Type: Article

References (10)

1. Berrio, A. A., & Henderson, J. L. (1998). Assessing customer orientation in public non-profit organizations: A Profile of Ohio State University Extension. Journal of Agricultural Education, 29(4), 11-17.
2. Biggs, E., Gordan, J., & Zimmerman, S. (1995). How to plan and conduct a customer satisfaction survey. MERIT Seminar Series: Praia Group.
3. Cummings, S. R., (1998). Measuring customer satisfaction: How to get the most of extension programs. Unpublished manuscript, Department of Agricultural Education, Texas A & M University, College Station, TX.
4. Israel, G.D. (1998). Conducting a customer satisfaction survey. Florida Cooperative Extension Service, Fact Sheet PDE-98-05, University of Florida.
5. Israel, G. D., & Fugate, A. M. (1998). Extension helps residents; customer satisfaction high. Florida Cooperative Extension Service, Fact Sheet PDE-98-06, University of Florida.
6. Ladewig, H. (1998). Organizational accountability and program evaluation in the Cooperative Extension System. Unpublished manuscript, Department of Agricultural Education, Texas A & M University, College Station, TX.
7. Ladewig, H. (1997). Demonstrating accountability through collaboration and partnerships. Paper presented to the Joint Southern Region Program Committee Meeting, Tallahassee, Florida.
8. Merritt, H. (1998). Getting started with performance measurement. Paper presented at the South Carolina State Government Quality Network Association Conference, Columbia, SC.
9. South Carolina State Government Quality Network Association (1998). Changing the face of accountability: Performance measurement in government. South Carolina Budget Control Board, Columbia, SC.
10. South Carolina State Government Quality Network Association (1998). Measurement Development Guide. South Carolina Budget Control Board, Columbia, SC.