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    • Analysis of customer satisfaction using surveys with open questions 

      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
      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 ...
      Universidad Nacional de Colombia Revistas electrónicas UN Dyna.