 Аssessment of business customers satisfaction with the products and service of Pnevmostroimashina, JSC, on the b2b marketKapustina L. M. and Babenkova A. V. Экономика региона, 2010, issue 4, 93-101 Abstract: The paper is dedicated to development of a methodology for assessment of customer satisfaction with the products and services on the b2b market. The study of customer satisfaction is aimed at building strong and mutually beneficial supplier-customer relationship. The authors focus on the importance of customer satisfaction continuous monitoring intended for improvement of the company's market performance. The research based on the works by N. Kano, J.-J. Lamben, R. Carter, A. Parashuraman, V. A. Zeitaml, L. L. Berry and others, describes an algorithm study of consumers and offers a methodology to evaluate customer satisfaction with the industrial products. Based on the analysis of the economic crisis effects on the machine-building industry, the authors determine the performance of "Pnevmostroimashina" JSC on the road and construction equipment market and illustrate an example of practical use of the customer satisfaction assessment technique in the company. At the end of the paper some recommendations for development of an efficient customer satisfaction measurement procedure are introduced. Keywords: OEM'S; MARKET (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:scn:015306:15357566 Access Statistics for this article More articles in Экономика региона from CyberLeninka, Федеральное государственное бюджетное учреждение науки «Институт экономики Уральского отделения Российской академии наук» |
Is your work missing from RePEc? Here is how to contribute.
Questions or problems? Check the EconPapers FAQ or send mail to .
EconPapers is hosted by the
School of Business at Örebro University.