A Framework to Support the Process of Measurement of Customer's Satisfaction According to ISO 9001. Medina-Merodio, J.; de Pablos Heredero, C.; Jimenez, L.; Sanz, L. F.; Robina-Ramírez, R.; and Jiménez, J. A. IEEE Access, 8:102554–102569, 2020.
A Framework to Support the Process of Measurement of Customer's Satisfaction According to ISO 9001 [link]Paper  doi  bibtex   
@article{DBLP:journals/access/Medina-MerodioH20,
  author    = {Jos{\'{e}}{-}Amelio Medina{-}Merodio and
               Carmen de Pablos Heredero and
               Lourdes Jimenez and
               Luis Fern{\'{a}}ndez Sanz and
               Rafael Robina{-}Ram{\'{\i}}rez and
               Jos{\'{e}} Andr{\'{e}}s Jim{\'{e}}nez},
  title     = {A Framework to Support the Process of Measurement of Customer's Satisfaction
               According to {ISO} 9001},
  journal   = {{IEEE} Access},
  volume    = {8},
  pages     = {102554--102569},
  year      = {2020},
  url       = {https://doi.org/10.1109/ACCESS.2020.2998434},
  doi       = {10.1109/ACCESS.2020.2998434},
  timestamp = {Tue, 30 Jun 2020 01:00:00 +0200},
  biburl    = {https://dblp.org/rec/journals/access/Medina-MerodioH20.bib},
  bibsource = {dblp computer science bibliography, https://dblp.org}
}
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