Measuring Service Satisfaction in Shared Service Organizations

Abstract

In the recent decades expansion of the service sector has been continued and nowadays this is one of the most important trend s in the global economy. Within the service sector I am focusing on the business service sector and mostly the segment of shared service centers. Measuring the value of shared services center (SSC) is essential, as it provides the burden of proof. Measurement demonstrates that a case for action resulted in the correct decision; that a strategy has added value to an organization. Since SSC need continually to justify its existence, it will also need to commit itself to the ongoing measurement of its results. It is a typical failure that SSCs focus on costs and budget rather than the most important, client satisfaction. In this theoretical research I collected those methods and practices that are important and useful in measuring of service satisfaction. The research based mainly on literature review but I made ten interviews with Hungarian business service market experts to get their experiences in this topic.