Tools Of Quality Improvement – Measuring Customer Satisfaction
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
Volume (Year): 1 (2009)
Issue (Month): 37 (May)
|Contact details of provider:|| Postal: |
Phone: 004 0251 411317
Fax: 004 0251 411317
Web page: http://feaa.ucv.ro/
More information through EDIRC
When requesting a correction, please mention this item's handle: RePEc:aio:aucsse:v:1:y:2009:i:11:p:75-81. 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: (Anca Bandoi)
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.
If references are entirely missing, you can add them using this form.
If the full references list an item that is present in RePEc, but the system did not link to it, you can help with 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 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.