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The Evaluation of Customer Satisfaction in Terms of Characteristics of Services Offered by Trodat Company

Author

Listed:
  • Constandache Mihaela

    („Dimitrie Cantemir” Christian University, Faculty of Touristic and Commercial,)

  • Ionescu Adriana

    („Dimitrie Cantemir” Christian University, Faculty of Touristic and Commercial,)

  • Radu Steluta

    (Agricultural Science and Veterinary Medicine University of Iasi, Agriculture Faculty,)

Abstract

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

Suggested Citation

  • Constandache Mihaela & Ionescu Adriana & Radu Steluta, 2010. "The Evaluation of Customer Satisfaction in Terms of Characteristics of Services Offered by Trodat Company," Ovidius University Annals, Economic Sciences Series, Ovidius University of Constantza, Faculty of Economic Sciences, vol. 0(2), pages 125-127, October.
    • Handle: RePEc:ovi:oviste:v:10:y:2010:i:2:p:125-127
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    More about this item

    Keywords

    customer satisfaction; evaluation; quality of services; Servqual instrument.;
    All these keywords.

    JEL classification:

    • L8 - Industrial Organization - - Industry Studies: Services
    • L81 - Industrial Organization - - Industry Studies: Services - - - Retail and Wholesale Trade; e-Commerce

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