publication . Article . 2012

Service quality as determinant of customer satisfaction

Đukić, Suzana; Kijevčanin, Velida;
Open Access English
  • Published: 01 Jan 2012 Journal: Facta universitatis - series: Economics and Organization (issn: 0354-4699, Copyright policy)
Abstract
In contemporary business conditions characterized by extreme volatility, uncertainty and dynamism, the survival, growth and development of a company is conditioned by focus on providing high level of customer satisfaction. Customer satisfaction is the leading goal and measure of success of the modern company, and its measurement is one of the most important tasks of management. Lack of knowledge on the level of customer satisfaction/dissatisfaction is causing the failure of many companies. Customer satisfaction is the basis for creating customer loyalty, which in turn means their retention in the future. In the service market, a high rate of brands change is evi...
Subjects
free text keywords: customer satisfaction, total customer satisfaction, service quality, value, TQM
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