TOTAL QUALITY CUSTOMER SATISFACTION MODEL

Jesús Cruz Álvarez (), Jesús Fabián López () and Carlos Monge Perry ()
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Jesús Cruz Álvarez: Universidad Autónoma de Nuevo León (UANL)
Jesús Fabián López: Universidad Autónoma de Nuevo León (UANL)
Carlos Monge Perry: Universidad Autónoma de Nuevo León (UANL)

CBU International Conference Proceedings, 2014, vol. 2, issue 0, 1-4

Abstract: In today’s business environment, all organizations are required to focus on their customers in order to fully understand their needs. There is a need to drive and engage strategic actions in order to close any potentials gaps between customer´s expectations and manufacture´s deliverables. Current customer satisfaction theory appears to be excluded from a holistic model that broadly covers the extent of customer satisfaction concept.This article empathizes the need of an integrated customer satisfaction model that the organization can use as a strategic platform to increase sales, business performance, branding, market share, and customer loyalty, based on specific methodology that translates customer needs into a reliable business plan.

Keywords: voice of the customercustomer satisfaction; manufacturing excellence; total quality management; TQM; TQCSM (search for similar items in EconPapers)
JEL-codes: L1 L2 M1 (search for similar items in EconPapers)
Date: 2014
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Persistent link: https://EconPapers.repec.org/RePEc:aad:iseicj:v:2:y:2014:i:0:p:1-4

DOI: 10.12955/cbup.v2.440

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