The Evaluation of Customer Satisfaction in Terms of Characteristics of Services Offered by Trodat Company

Constandache Mihaela (), Ionescu Adriana () and Radu Steluta ()
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Constandache Mihaela: „Dimitrie Cantemir” Christian University, Faculty of Touristic and Commercial,
Ionescu Adriana: „Dimitrie Cantemir” Christian University, Faculty of Touristic and Commercial,
Radu Steluta: Agricultural Science and Veterinary Medicine University of Iasi, Agriculture Faculty,

Ovidius University Annals, Economic Sciences Series, 2010, vol. X, issue 2, 125-127

Abstract: Organization and specially shaping the services content should provide greater flexibility and a variation of them depending on the specific needs of each client, time of application, place of achieve and the consumer’s mood. The impact of products/services of a firm on its market show the performances of the entreprise by adapting products or services to customer needs. Studying consumer needs is a prerequisite for achieving quality products and services to obtain business competitiveness through a strategy focused on quality. In order to assess the quality of products and services provided by Trodat LLC, Servqual instrument has been applied primary using data on the dimensions of the applied processes. The performed analysis shows the biggest difference between the customers perceptions and expectations regarding the speed and timeliness of service provided and respectively, the rightness of order execution.The consumers perceptions were relatively apropiate of their expectatons in terms of staff attitude to customers, the performance of unit equipment and respectively, the detailed and accurate customer information

Keywords: customer satisfaction; evaluation; quality of services; Servqual instrument. (search for similar items in EconPapers)
JEL-codes: L8 L81 (search for similar items in EconPapers)
Date: 2010
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Persistent link: https://EconPapers.repec.org/RePEc:ovi:oviste:v:10:y:2010:i:2:p:125-127

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