MEASUREMENT OF CUSTOMER SATISFACTION AND LOYALTY AS A BASE FOR COMPANY SUCCESS IN THE COMPETITIVE ENVIRONMENT

Karolina Ilieska
Additional contact information
Karolina Ilieska: UNIVERSITY “ST KLIMENT OHRIDSKI”– BITOLA, FACULTY OF ECONOMICS-PRILEP, Republic of Macedonia

Annals - Economy Series, 2016, vol. 1, 5-12

Abstract: Many companies have started to measure customer satisfaction and loyalty in order to become more customer - oriented and to improve performance. This information is very useful as companies are working in increasingly competitive environments. As measuring customer satisfaction and loyalty is a relatively new undertaking, companies usually have to learn from their own mistakes. This paper is focused on general concepts of customer satisfaction and loyalty and some principles of their measuring.

Keywords: measurement; customer; behaviour; satisfaction; loyalty (search for similar items in EconPapers)
Date: 2016
References: View complete reference list from CitEc
Citations:

Downloads: (external link)
http://www.utgjiu.ro/revista/ec/pdf/2016-01/01_Ilieska.pdf (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:cbu:jrnlec:y:2016:v:1:p:5-12

Access Statistics for this article

More articles in Annals - Economy Series from Constantin Brancusi University, Faculty of Economics Contact information at EDIRC.
Bibliographic data for series maintained by Ecobici Nicolae ( this e-mail address is bad, please contact ).