Please use this identifier to cite or link to this item: http://hdl.handle.net/10419/168740
Authors: 
Olaru, Marieta
Stoleriu, Ghiorghita
Langa, Claudia
Flood, Ionela
Year of Publication: 
2011
Citation: 
[Journal:] Amfiteatru Economic Journal [ISSN:] 2247-9104 [Volume:] 13 [Year:] 2011 [Issue:] Special No. 5 [Pages:] 669-678
Abstract: 
The paper highlights a part of the results of the research carried out at the level of Romanian Small and Medium Enterprises (SMEs) in the period 2007-2010. One of the objectives of the research was to determine the way the Romanian SMEs use the results of evaluation and monitoring of customer satisfaction in the process of redesigning and improvement of the quality of products and services. These results were compared with those obtained in a study with the same purpose, conducted by the authors, in 2003-2004; it resulted a major progress in the process of evaluating and monitoring customer satisfaction by SMEs in Romania. Furthermore, the research carried out showed that there is still significant reluctance in terms of using the results of this process, in connection with the concerns to ensure a sustainable performance for these companies.
Subjects: 
customer satisfaction
evaluation
monitoring
Small and Medium Enterprises
ISO 9000
JEL: 
L15
M13
Creative Commons License: 
http://creativecommons.org/licenses/by/4.0/
Document Type: 
Article

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