TOOLS OF QUALITY IMPROVEMENT – MEASURING CUSTOMER SATISFACTION

Catalina Soriana Sitnikov

Annals of University of Craiova - Economic Sciences Series, 2009, vol. 1, issue 37, 75-81

Abstract: Nowadays, quality is often divided into service quality and product quality. The dimensions of quality of service are quite different from the quality of product due to the main difference between services and products (service intangibility and the customer who can use it only once). Customer satisfaction is one of the topics related with the quality due to the main measurement of quality is customer service. The main question about quality service is what the customer expects to get from the service. Knowing the customer’ needs of quality and price help the company succeeding. Quality of service is becoming important among various customers. By measuring customer satisfaction companies receive a lot of knowledge about which expectations of the customer are fulfilled and which others need to be satisfied. Acquiring this knowledge is the first step in order has customers satisfied with the service. The second step is implementing a quality improvement system that is based on these results, which will improve the service process. On this ground, the paper opens a route to identification and logical argumentation of use for those tools that should be combined to measure the customer satisfaction in a service company in order to improve the quality of service

Keywords: quality; customer; satisfaction (search for similar items in EconPapers)
JEL-codes: L15 L80 L89 M10 M19 (search for similar items in EconPapers)
Date: 2009
References: View complete reference list from CitEc
Citations:

Downloads: (external link)
http://feaa.ucv.ro/AUCSSE/0036v1-008.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:aio:aucsse:v:1:y:2009:i:11:p:75-81

Access Statistics for this article

Annals of University of Craiova - Economic Sciences Series is currently edited by Sorinel Domnisoru

More articles in Annals of University of Craiova - Economic Sciences Series from University of Craiova, Faculty of Economics and Business Administration Contact information at EDIRC.
Bibliographic data for series maintained by Anca Bandoi ( this e-mail address is bad, please contact ).