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Abstract

Customer satisfaction is considered a key performance indicator in business. It is a common assumption that high customer satisfaction ratings leads to repurchase of products and may also result in purchase of other products in the product line. In the present study, focus is directed at measuring customer satisfaction for wooden decking materials. Customer preferences for materials that had been subject to simulated use for two years were measured and these were compared with consumer preferences for new materials. The results indicate that customers prefer deck materials with age effects. The deck materials that had the lowest score when new, had the highest improvement of preference score after aging.

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