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Nicoleta Isac () and Magdalena Radulescu ()
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Nicoleta Isac: Faculty of Economics, University of Pitesti, Romania
Magdalena Radulescu: Faculty of Economics, University of Pitesti, Romania

Scientific Bulletin - Economic Sciences, 2014, vol. 13, issue 1, 55-61

Abstract: Measuring customer satisfaction can be considered a tool for monitoring, evaluation and quality improvement processes and internal activities, to reflect the degree to which organizations achieve their objectives and goals. The quality of management and the quality of various products have become critical coordinates of the competitiveness, so that the firms are determined to use the methods and techniques of quality management as their economic development engines. Customer’ satisfaction has become one of the most important goals for companies operating in the Romanian market. It is also a necessary tool for providing information about customer’s needs and behavior. Talking of satisfaction, the consumer always seeks to compare the performance of the product, with certain standards and they have required to inform themselves and to reflect upon purchasing the product. To a better analyze of the degree of satisfaction, we implemented a model based on a questionnaire that allows us to detect and evaluatee the reasons for the satisfaction / dissatisfaction of the consumers in terms of quality regarding Dacia cars on the Romanian market.

Keywords: consumer satisfaction; product quality; quality services; automotive industry. (search for similar items in EconPapers)
JEL-codes: L15 L92 (search for similar items in EconPapers)
Date: 2014
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Handle: RePEc:pts:journl:y:2014:i:1:p:55-61