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Measuring customer satisfaction using the test method (CROSBI ID 579102)

Prilog sa skupa u zborniku | izvorni znanstveni rad | međunarodna recenzija

Budić, Hrvoje Measuring customer satisfaction using the test method // Interdisziplinäre Managementforschung / Kurz, Rudi ; Turkalj, Željko (ur.). 2011. str. 855-864

Podaci o odgovornosti

Budić, Hrvoje

engleski

Measuring customer satisfaction using the test method

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.

Satisfaction ; Test method ; Questionnaire ; Customer

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Podaci o prilogu

855-864.

2011.

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objavljeno

978-953-253-096-4

Podaci o matičnoj publikaciji

Interdisciplinary Management Research VII

Kurz, Rudi ; Turkalj, Željko

Osijek: Ekonomski fakultet Sveučilišta Josipa Jurja Strossmayera u Osijeku

1847-0408

Podaci o skupu

Interdisciplinary Management Research VII

predavanje

13.05.2011-15.05.2011

Poreč, Hrvatska

Povezanost rada

Ekonomija, Strojarstvo