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Ingaldi Manuela (Czestochowa University of Technology), Kotus Martin (Slovak Agricultural University in Nitra)
Assessment of Customer Satisfaction as An Element Deciding About Enterprise's Competitiveness
Multidisciplinary Aspects of Production Engineering, 2018, vol. 1, s. 657-664, tab., bibliogr. 16 poz.
Słowa kluczowe
Satysfakcja klienta, Jakość usług, Indeks Satysfakcji Klienta
Customer satisfaction, Quality of services, Customer Satisfaction Index (CSI)
streszcz., summ.
Enterprises which want to ensure a secure and stable market position must constantly look for ways to convince customers (current and potential) that their goods and services are competitive and represent a sufficiently high level of quality, consistent with the their needs. Service enterprises use specific methods and tools to analyze the quality of their services and to be sure that these services are competitive on the market. One of the important elements of such an analysis is the assessment of customer satisfaction. This research should be treated as a key stage in the customer satisfaction management system. Without knowing the customers' expectations, the enterprise is unable to determine what to improve and correct. In this case, the Customer Satisfaction Index (CSI), which not only indicates what to improve, but also shows the level of customer satisfaction, should be used. The purpose of the paper is to assess customer satisfaction in a service point of a known producer of men's clothes. The CSI index and a specially developed survey were used for the research. The questionnaire was filled in by the customers of the research service point after the service delivery. According to the obtained results, individual determinants should be maintained and monitored by the enterprise. The research also identified areas for improvement, i.e. product quality, design and ways of payment. However, the overall CSI score is good, which means that despite few problems with customers' satisfaction, they are satisfied with the research service point. (original abstract)
Pełny tekst
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