IDEAS home Printed from https://ideas.repec.org/a/zna/indecs/v12y2014i1p78-91.html
   My bibliography  Save this article

Quality Service Evaluation through the System of Complaints and Praise

Author

Listed:
  • Elizabeta Krstic Vukelja

    (Department for Quality Management System - Dental Clinic Zagreb)

  • Biserka Runje

    (Faculty of Mechanical Engineering & Naval Architecture - University of Zagreb)

Abstract

Complaint, as the expression of customer dissatisfaction with the quality of products or services, is very valuable information. Well-built system for collecting, processing and analysis of complaints allows organizations to create the information base for making decisions based on facts. This data base provides an effective adoption and implementation of measures for continuous improvement of products/services quality. To make the system work effectively, it is necessary to continuously use the same methodology for collecting and processing complaints to be able constant comparisons from period to period. Greater investment in quality of products/services does not mean reducing the number of complaints in the same time due to the effects of the phenomenon of "unrealistic expectations". In addition to complaints, a valuable source of information on customer satisfaction is the system of praise.

Suggested Citation

  • Elizabeta Krstic Vukelja & Biserka Runje, 2014. "Quality Service Evaluation through the System of Complaints and Praise," Interdisciplinary Description of Complex Systems - scientific journal, Croatian Interdisciplinary Society Provider Homepage: http://indecs.eu, vol. 12(1), pages 78-91.
    • Handle: RePEc:zna:indecs:v:12:y:2014:i:1:p:78-91
    as

    Download full text from publisher

    File URL: http://indecs.eu/2014/indecs2014-pp78-91.pdf
    Download Restriction: no
    ---><---

    Citations

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


    Cited by:

    1. Biserka Runje & Elizabeta Krstic Vukelja & Amalija Horvatic, 2015. "Comparison of Different Simulations Methods in Case of Service-Providing Companies," Interdisciplinary Description of Complex Systems - scientific journal, Croatian Interdisciplinary Society Provider Homepage: http://indecs.eu, vol. 13(3), pages 472-478.
    2. repec:zna:indecs:v:13:y:2015:i:2:p:472-478 is not listed on IDEAS

    More about this item

    Keywords

    complaint; quality; customer satisfaction; phenomenon of unrealistic expectation; scrap; praise;
    All these keywords.

    JEL classification:

    • H41 - Public Economics - - Publicly Provided Goods - - - Public Goods
    • I18 - Health, Education, and Welfare - - Health - - - Government Policy; Regulation; Public Health

    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:zna:indecs:v:12:y:2014:i:1:p:78-91. See general information about how to correct material in RePEc.

    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 bibliographic 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.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Josip Stepanic (email available below). General contact details of provider: .

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

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.