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- Title
System of Customer Satisfaction Monitoring by New Cars in View of Perceived Quality.
- Authors
KOZLOVSKIY, Vladimir; AYDAROV, Dmitriy
- Abstract
Development and implementation of the integrated customer satisfaction management systems within the framework of existing quality management systems of the world automotive corporations are the critical tasks today. Solution of these tasks ensures achievement of new horizons of competitiveness. In modern conditions, quality determines competitiveness. It is therefore so important to ensure the creation of quality product that best meets the customer wishes. And for this, an integrated customer satisfaction management system is needed, among other things. The article presents results of development and implementation the system of customer satisfaction monitoring by new cars taking into account perceived quality. This study is based on results the first months of cars operation.
- Subjects
AUTOMOBILE industry; QUALITY of automobiles; CUSTOMER satisfaction; INDUSTRIAL management; ECONOMIC competition
- Publication
Quality - Access to Success, 2017, Vol 18, Issue 161, p54
- ISSN
1582-2559
- Publication type
Article