Naslov
Measuring customer satisfaction using the test method

Autori
Budić, Hrvoje

Vrsta, podvrsta i kategorija rada
Radovi u zbornicima skupova, cjeloviti rad (in extenso), znanstveni

Izvornik
Interdisciplinary Management Research VII / Kurz, Rudi ; Turkalj, Željko - Osijek : Ekonomski fakultet Sveučilišta Josipa Jurja Strossmayera u Osijeku, 2011, 855-864

ISBN
978-953-253-096-4

Skup
Interdisciplinary Management Research VII

Mjesto i datum
Poreč, Hrvatska, 13.05.2011. - 15.05.2011

Vrsta sudjelovanja
Predavanje

Vrsta recenzije
Međunarodna recenzija

Ključne riječi
Satisfaction ; Test method ; Questionnaire ; Customer

Sažetak
Managing customer satisfaction is a very important aspect of modern business.For the organizational's survival in the long run it is indisputable to have the ability to retain the customers.Retaining customers is more profitable than attracting new ones because it is easier to sell a product or a service to a someone who has already used it, rather than someone to whom is product or service completely unknown.Today, in order to achieve optimum customer satisfaction, companies must provide total product that includes service and support.In that way the more expressed customer's preferences can be satisfied and the foundation for long term partnership establishment with clients can be created.In order to measure customer satisfaction primary datas were collected using the test method on a sample of 180 students, by a questionnaire in a physical form, analyzing the basic elements of educational process.Using this test, using its strengths, structuring the questions in a way that provides the achievement of testing objectives, we collected datas which contributed to the creation of facts on which the determination and the measurement of attitudes were done in relation to the basic elements of the educational process.In this way, the student's satisfaction with the quality of the educational services was measured.Also, by reviewing relevant national and international professional and scientific literature the test method was described, and all of its models.Finally, in the conclusion, the basic thoughts about the paper are revealed through the presentation of practical advantages and disadvantages of test method, and reviewing recent trends in communication with respodents.

Izvorni jezik
Engleski

Znanstvena područja
Strojarstvo, Ekonomija

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