The elements of customer satisfaction model in Serbian conditions
Abstract
The objective of this paper is to present the research results in modelling the process for providing satisfaction of company's customers and their requirements - the key elements of the model which is the final result of the research. This model implies a process approach and acceptable marketing research in the beginning, as well as appropriate evaluation at the end. The model is harmonised with: the quality management concept, the business excellence concept, and the relationship marketing concept. To prove the justifiability of the requirements, elements and activities in the theoretic model, postulated on the basis of researching available literature and research in this sphere, the research included an interview with 84 companies (manufacturing and services), certified according to ISO 9001:2000, registered and active in Serbia (as the primary group) and 37 experts from the relevant field of work as the control group of the research.
Keywords:
Serbia / Relationship marketing / Quality management / Model / Customer satisfaction / Business excellenceSource:
International Journal of Services, Technology and Management, 2012, 17, 1, 87-108Publisher:
- Inderscience Publishers
Collections
Institution/Community
Mašinski fakultetTY - JOUR AU - Ćoćkalo, Dragan AU - Đorđević, D. AU - Sajfert, Zvonko AU - Spasojević Brkić, Vesna AU - Nikolić, M. PY - 2012 UR - https://machinery.mas.bg.ac.rs/handle/123456789/1544 AB - The objective of this paper is to present the research results in modelling the process for providing satisfaction of company's customers and their requirements - the key elements of the model which is the final result of the research. This model implies a process approach and acceptable marketing research in the beginning, as well as appropriate evaluation at the end. The model is harmonised with: the quality management concept, the business excellence concept, and the relationship marketing concept. To prove the justifiability of the requirements, elements and activities in the theoretic model, postulated on the basis of researching available literature and research in this sphere, the research included an interview with 84 companies (manufacturing and services), certified according to ISO 9001:2000, registered and active in Serbia (as the primary group) and 37 experts from the relevant field of work as the control group of the research. PB - Inderscience Publishers T2 - International Journal of Services, Technology and Management T1 - The elements of customer satisfaction model in Serbian conditions EP - 108 IS - 1 SP - 87 VL - 17 DO - 10.1504/IJSTM.2012.048026 ER -
@article{ author = "Ćoćkalo, Dragan and Đorđević, D. and Sajfert, Zvonko and Spasojević Brkić, Vesna and Nikolić, M.", year = "2012", abstract = "The objective of this paper is to present the research results in modelling the process for providing satisfaction of company's customers and their requirements - the key elements of the model which is the final result of the research. This model implies a process approach and acceptable marketing research in the beginning, as well as appropriate evaluation at the end. The model is harmonised with: the quality management concept, the business excellence concept, and the relationship marketing concept. To prove the justifiability of the requirements, elements and activities in the theoretic model, postulated on the basis of researching available literature and research in this sphere, the research included an interview with 84 companies (manufacturing and services), certified according to ISO 9001:2000, registered and active in Serbia (as the primary group) and 37 experts from the relevant field of work as the control group of the research.", publisher = "Inderscience Publishers", journal = "International Journal of Services, Technology and Management", title = "The elements of customer satisfaction model in Serbian conditions", pages = "108-87", number = "1", volume = "17", doi = "10.1504/IJSTM.2012.048026" }
Ćoćkalo, D., Đorđević, D., Sajfert, Z., Spasojević Brkić, V.,& Nikolić, M.. (2012). The elements of customer satisfaction model in Serbian conditions. in International Journal of Services, Technology and Management Inderscience Publishers., 17(1), 87-108. https://doi.org/10.1504/IJSTM.2012.048026
Ćoćkalo D, Đorđević D, Sajfert Z, Spasojević Brkić V, Nikolić M. The elements of customer satisfaction model in Serbian conditions. in International Journal of Services, Technology and Management. 2012;17(1):87-108. doi:10.1504/IJSTM.2012.048026 .
Ćoćkalo, Dragan, Đorđević, D., Sajfert, Zvonko, Spasojević Brkić, Vesna, Nikolić, M., "The elements of customer satisfaction model in Serbian conditions" in International Journal of Services, Technology and Management, 17, no. 1 (2012):87-108, https://doi.org/10.1504/IJSTM.2012.048026 . .