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Tools Of Quality Improvement – Measuring Customer Satisfaction


  • Catalina Soriana Sitnikov

    () (University of Craiova)


Nowadays, quality is often divided into service quality and product quality. The dimensions of quality of service are quite different from the quality of product due to the main difference between services and products (service intangibility and the customer who can use it only once). Customer satisfaction is one of the topics related with the quality due to the main measurement of quality is customer service. The main question about quality service is what the customer expects to get from the service. Knowing the customer’ needs of quality and price help the company succeeding. Quality of service is becoming important among various customers. By measuring customer satisfaction companies receive a lot of knowledge about which expectations of the customer are fulfilled and which others need to be satisfied. Acquiring this knowledge is the first step in order has customers satisfied with the service. The second step is implementing a quality improvement system that is based on these results, which will improve the service process. On this ground, the paper opens a route to identification and logical argumentation of use for those tools that should be combined to measure the customer satisfaction in a service company in order to improve the quality of service

Suggested Citation

  • Catalina Soriana Sitnikov, 2009. "Tools Of Quality Improvement – Measuring Customer Satisfaction," Annals of University of Craiova - Economic Sciences Series, University of Craiova, Faculty of Economics and Business Administration, vol. 1(37), pages 75-81, May.
  • Handle: RePEc:aio:aucsse:v:1:y:2009:i:11:p:75-81

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    quality; customer; satisfaction;

    JEL classification:

    • L15 - Industrial Organization - - Market Structure, Firm Strategy, and Market Performance - - - Information and Product Quality
    • L80 - Industrial Organization - - Industry Studies: Services - - - General
    • L89 - Industrial Organization - - Industry Studies: Services - - - Other
    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General
    • M19 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Other


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