The Evaluation of Customer Satisfaction in Terms of Characteristics of Services Offered by Trodat Company
Organization and specially shaping the services content should provide greater flexibility and a variation of them depending on the specific needs of each client, time of application, place of achieve and the consumer’s mood. The impact of products/services of a firm on its market show the performances of the entreprise by adapting products or services to customer needs. Studying consumer needs is a prerequisite for achieving quality products and services to obtain business competitiveness through a strategy focused on quality. In order to assess the quality of products and services provided by Trodat LLC, Servqual instrument has been applied primary using data on the dimensions of the applied processes. The performed analysis shows the biggest difference between the customers perceptions and expectations regarding the speed and timeliness of service provided and respectively, the rightness of order execution.The consumers perceptions were relatively apropiate of their expectatons in terms of staff attitude to customers, the performance of unit equipment and respectively, the detailed and accurate customer information
Volume (Year): X (2010)
Issue (Month): 2 (October)
|Contact details of provider:|| Web page: http://www.univ-ovidius.ro/facultatea-de-stiinte-economice|
More information through EDIRC
When requesting a correction, please mention this item's handle: RePEc:ovi:oviste:v:10:y:2010:i:2:p:125-127. 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: (Gheorghiu Gabriela)
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.