Commenced in January 2007
Frequency: Monthly
Edition: International
Paper Count: 30172
Evaluating Customer Satisfaction as an Aspect of Quality Management

Authors: Olga V. Krivobokova

Abstract:

A major goal of any enterprise is to create a ratings system of customer satisfaction, goods and services. It is obvious that the company cannot change what is not measured. In order to get a clearer picture of the preferences of the major consumer groups, this stage should be based on extensive research, including a variety of interviews and surveys. It is necessary to know the key benefits, which determine customer satisfaction in the market segment, of the properties of certain goods and services. It is important to estimate the terms of these preferences from the viewpoint of the client. This article discusses the importance of customer satisfaction, and ways of assessing it.

Keywords: Costs, customer, evaluation, organization, producer, quality management, satisfaction.

Digital Object Identifier (DOI): doi.org/10.5281/zenodo.1078346

Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 1519

References:


[1] R. Blackwell, J. Engel, P. Miniard. Consumer Behaviour, St. Petersburg, Piter, 2002.
[2] Cronin J.J. and Taylor S.A. Measuring service quality, a reaxamination and extension. Journal of Marketing, Vol 56 (July 1992), pp.55-68.
[3] T.Glushakova, Evaluation of customer satisfaction and company management, Ri-Vita Marketing.
[4] A. Nikiforov, Quality Management. Drofa, 2004.
[5] Parasuraman A., Zeithaml V.A. And Berry L.L. A conceptual model of service quality and its implications for future research. Journal of Marketing, Vol 49 (Fall 1985), pp.41-50/
[6] K.Seryakov, Four methods of customer satisfaction evaluation. Business Excelence Magazine.
[7] I.Vasiljeva. Customer Satisfaction Measurement.