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Customer Satisfaction and Competitiveness on the Market
Technical Paper
2009-01-0887
ISSN: 0148-7191, e-ISSN: 2688-3627
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English
Abstract
The term and concepts of customer satisfaction have been used by companies and organizations for many years, but have become especially important in the last 10 years. This is associated with increased competition between companies for the market share and the possibilities for increasing sales volume. Customer satisfaction relates to many different areas: design and manufacturing, service, insurance, military, repair, banking, medical, brokerage, food, chemical, pharmaceutical, telecommunications, as well as others. Customer satisfaction is an important, but inadequately developed, component of Quality System. Its importance is reflected more and more in requirements to a company’s quality system. These general requirements are seen in standards [1], [2], and guides. There are many publications which relate to this field [5], [6], [7], [8], [9].
But most publications describe customer satisfaction in a general way, and do not show the results of research work (methodology). They do not provide recommendations and suggestions for practical use and application of the information.
This technical paper describes solutions and presents the methodology of Customer Satisfaction in practical examples with step-by-step analysis. The process begins with planning, formation and use of a questionnaire, and concluding with methodology of analysis and definitions of the necessary actions for improving weak results.
Authors
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Citation
Klyatis, E., "Customer Satisfaction and Competitiveness on the Market," SAE Technical Paper 2009-01-0887, 2009, https://doi.org/10.4271/2009-01-0887.Also In
References
- Quality Management System Requirements
- Particular requirements for the application of ISO 9001:2000 for automotive production and relevant service part organizations
- Klyatis, Lev M. Klyatis Eugene L. Accelerated Quality and Reliability Solution Elsevier Science and Technology Oxford, UK 2006
- Klyatis Eugene The Basic Concepts of Quality Improvement During Manufacture ASQ’s 57 th Annual Quality Congress Proceedings Kansas City May 2003
- Allen Derek R. Customer Satisfaction Research Management Quality Press 2004
- Eric Reidenbach R. Goeke Reginald W. Competing for Customers and Winning with Value Quality Press 2006
- Allen Derek R. Rao Tannuri R. Analysis of Customer Satisfaction Data Quality Press 2000
- Wilburn Morris Managing the Customer Experience: A Measurement-Based Approach Quality Press 2006
- Cuchran Crag Becoming A Customer-Focused Organization Quality Press 2006