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- Title
Principii fundamentale în cercetarea satisfacȚiei clienȚilor.
- Authors
Filip, Alina; Vrânceanu, Diana Maria; Filip, Cristian
- Abstract
Customer satisfaction represents an indicator of organizational performance, being often used in the process of monitoring and control of marketing activities. The methods used by companies to assess customer satisfaction are very wide. Taking into account the criterion relating to the method for obtaining information, the most often used are direct research, that are often classified into quantitative research and qualitative research. In some cases, relevant information is also obtained through the investigation of secondary sources; mainly from the statistical records of the company, stored in the database.
- Subjects
CUSTOMER satisfaction; CUSTOMER services; CUSTOMER relations; ORGANIZATIONAL effectiveness; MARKETING management; QUANTITATIVE research; QUALITATIVE research
- Publication
Quality - Access to Success, 2010, Vol 11, Issue 6, p33
- ISSN
1582-2559
- Publication type
Article