The Significance of Satisfaction-index and a Methodology to Evaluate a Customer Satisfaction Index Based on a Study Done for UPES

The work presented in this paper is the outcome of the study that was based on the online surveys conducted at UPES for the improvement of IT related services. First, the qualitative approach has opted in which brainstorming sessions are done and questions for the survey are collected. The second approach is applied based on quantitative research in which a questionnaire is prepared and circulated to end-user of IT services at “The University of Petroleum and Energy Studies”, UPES, Dehradun. The survey is circulated to the staff and faculties of UPES for feedback. The biannual survey is done in the first month of the year 2021 and then repeated after improving the IT services, second survey was conducted in July 2021. A methodology is proposed and adopted to validate the study. The statistical techniques are applied and based on this satisfaction index SI is computed for both the surveys. The SI comparison of both surveys shows that the SI value has been improved with a 0.13 index in the second survey. This concludes that these types of survey-based studies are very important for organizations that have deployed IT-based services in their organizations. This paper also suggests that the SI value is based on the end-user and it always hinders the performance of the users in their day-to-day tasks. So, performance evaluation of end-user satisfaction plays an integral role in the development of any organization.