Quality vs. satisfaction of a customer in service enterprise Cover Image

Jakość a satysfakcja klienta w przedsiębiorstwie usługowym
Quality vs. satisfaction of a customer in service enterprise

Author(s): Aleksandra Jakubczak, Małgorzata Gotowska
Subject(s): Economy
Published by: Wydawnictwo Uniwersytetu Ekonomicznego we Wrocławiu
Keywords: quality of services; customer satisfaction; value for the customer; balanced scorecard

Summary/Abstract: The article brings up important issues, concerning service quality and its impact on customer satisfaction. The aim of the study is to introduce the ways of improving the quality of services in Polish enterprises, whose goal is: to be competitive within the market, have convinced clients without reducing the prices of products. The data was obtained by direct interview of managers and employees and answers and documents were analyzed by the desk research method. The analyses show that a client as an assessor and a person who defines the degree of his satisfaction of the needs (services) offered by a company is most important. Therefore, the company carries out annual customer satisfaction surveys, which are the basis for the process of development of friendly relations and long-term relationships with clients.

  • Issue Year: 2012
  • Issue No: 272
  • Page Range: 143-153
  • Page Count: 11
  • Language: Polish