Certain Aspects of Providing Customer Satisfaction: Research Results from Serbia

Dejan Dordevic, Dragan Ćoćkalo, Zvonko Sajfert and Milan Nikolic
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Dejan Dordevic: Technical Faculty ‘Mihajlo Pupin’ in Zrenjanin, University of Novi Sad, Serbia
Zvonko Sajfert: Technical Faculty ‘Mihajlo Pupin’ in Zrenjanin, University of Novi Sad, Serbia
Milan Nikolic: Technical Faculty ‘Mihajlo Pupin’ in Zrenjanin, University of Novi Sad, Serbia

Managing Global Transitions, 2011, vol. 9, issue 1, 039-062

Abstract: The paper presents research results obtained during the process of modeling a system (processes) for providing satisfaction of a company’s customer needs. The cybernetic model assumes a process approach and appropriate marketing research at the beginning and corresponding evaluation at the end; it is also harmonised with the conditions in which Serbian companies (production and services) work and it is created to enable easier managing of these processes with the aim of achieving business excellence.

Keywords: QMS; TQM; relationship marketing; customer satisfaction; cybernetic model (search for similar items in EconPapers)
JEL-codes: M11 M31 (search for similar items in EconPapers)
Date: 2011
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