IDEAS home Printed from https://ideas.repec.org/a/aes/amfeco/v13y2011ispecialno5p669-678.html
   My bibliography  Save this article

The Impact of the Implementation of ISO 9000 Quality Management System on the Customer Satisfaction Evaluation Process by the Romanian SMEs

Author

Listed:
  • Marieta Olaru

    () (Academy of Economic Studies, Bucharest, Romania)

  • Ghiorghita Stoleriu

    (Tecnoservice Bucharest SA, Romania)

  • Claudia Langa

    (Romsir SRL, Bals, Romania)

  • Ionela Flood

    (Romanca Society, United Kingtom)

Abstract

The paper highlights a part of the results of the research carried out at the level of Romanian Small and Medium Enterprises (SMEs) in the period 2007-2010. One of the objectives of the research was to determine the way the Romanian SMEs use the results of evaluation and monitoring of customer satisfaction in the process of redesigning and improvement of the quality of products and services. These results were compared with those obtained in a study with the same purpose, conducted by the authors, in 2003-2004; it resulted a major progress in the process of evaluating and monitoring customer satisfaction by SMEs in Romania. Furthermore, the research carried out showed that there is still significant reluctance in terms of using the results of this process, in connection with the concerns to ensure a sustainable performance for these companies.

Suggested Citation

  • Marieta Olaru & Ghiorghita Stoleriu & Claudia Langa & Ionela Flood, 2011. "The Impact of the Implementation of ISO 9000 Quality Management System on the Customer Satisfaction Evaluation Process by the Romanian SMEs," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 13(Special N), pages 669-678, November.
  • Handle: RePEc:aes:amfeco:v:13:y:2011:i:specialno5:p:669-678
    as

    Download full text from publisher

    File URL: http://www.amfiteatrueconomic.ro/temp/Article_1079.pdf
    Download Restriction: no

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Mihaela Iona?cu & Ion Iona?cu & Marian Sacarin & Mihaela Minu, 2017. "Exploring the Impact of ISO 9001, ISO 14001 and OHSAS 18001 Certification on Financial Performance: The Case of Companies listed on the Bucharest Stock Exchange," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 19(44), pages 166-166, February.

    More about this item

    Keywords

    customer satisfaction; evaluation; monitoring; Small and Medium Enterprises; ISO 9000;

    JEL classification:

    • L15 - Industrial Organization - - Market Structure, Firm Strategy, and Market Performance - - - Information and Product Quality
    • M13 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - New Firms; Startups

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:aes:amfeco:v:13:y:2011:i:specialno5:p:669-678. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Valentin Dumitru). General contact details of provider: http://edirc.repec.org/data/aseeero.html .

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service hosted by the Research Division of the Federal Reserve Bank of St. Louis . RePEc uses bibliographic data supplied by the respective publishers.