The instrument includes 192 separate items. This number of items places much too great a burden on the people who are the company's customers. Airtech Limited offers the respondents nothing in return for the substantial expenditure of time and effort that completing the customer satisfaction survey questionnaire will require.
The instrument defines seven major areas of interest in relation to customer satisfaction. At some points, however, it is difficult for respondents to match questionnaire items with the purported major areas of interest. This problem does not stem from the physical construction of the instrument. Rather, the source of the problem appears to be the ad hoc approach to the inclusion of items in the instrument. It seems as if the items were added to the survey questionnaire as the instrument designed though of them, regardless of whether their placement matches with the appropriate major area of interest. The seven major areas of interest are as follows:
The customer satisfaction survey instrument used by Airtech Limited also includes sub-topical areas of interest.
The second major goal was to assess the customer satisfaction measurement and assessment process at Airtech Limited in relation to relevant theory. The analysis found that the customer satisfaction assessment process at Airtech Limited was deficient in relation to many aspects of relevant theory.
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