The Impact of the Implementation of ISO 9000 Quality Management System on the Customer Satisfaction Evaluation Process by the Romanian SMEs

Marieta Olaru (), Ghiorghita Stoleriu, Claudia Langa and Ionela Flood
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Marieta Olaru: Academy of Economic Studies, Bucharest, Romania
Ghiorghita Stoleriu: Tecnoservice Bucharest SA, Romania
Claudia Langa: Romsir SRL, Bals, Romania
Ionela Flood: Romanca Society, United Kingtom

The AMFITEATRU ECONOMIC journal, 2011, vol. 13, issue Special No. 5, 669-678

Abstract: The paper highlights a part of the results of the research carried out at the level of Romanian Small and Medium Enterprises (SMEs) in the period 2007-2010. One of the objectives of the research was to determine the way the Romanian SMEs use the results of evaluation and monitoring of customer satisfaction in the process of redesigning and improvement of the quality of products and services. These results were compared with those obtained in a study with the same purpose, conducted by the authors, in 2003-2004; it resulted a major progress in the process of evaluating and monitoring customer satisfaction by SMEs in Romania. Furthermore, the research carried out showed that there is still significant reluctance in terms of using the results of this process, in connection with the concerns to ensure a sustainable performance for these companies.

Keywords: customer satisfaction; evaluation; monitoring; Small and Medium Enterprises; ISO 9000 (search for similar items in EconPapers)
JEL-codes: L15 M13 (search for similar items in EconPapers)
Date: 2011
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Citations: View citations in EconPapers (2)

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Persistent link: https://EconPapers.repec.org/RePEc:aes:amfeco:v:13:y:2011:i:specialno5:p:669-678

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