Measurement of Customer Satisfaction with the Example of the Enterprise X

Abstract

Technological advances are driving modifications in customer expectations. In the second half of the 20th century, the focus started to be shifted more towards customer satisfaction from the standpoint of the benefits offered to the organization. Nowadays, with the development of market economy and increasing competitiveness of enterprises, customer satisfaction is in the foreground of manufacturing and providing services. Development of adequate relations with customers leads to the achievement of maximal profits whereas satisfied customers are becoming more attached to products and services of the enterprise. Enterprise awareness of the fact that customer satisfaction represents a measure of the organization's success is also important. Therefore, the aim of this study was to examine customer satisfaction in the enterprise X. A questionnaire was designed to achieve this aim, whereas its interpretation was based on the indices from the area of calculation of synthetic methods of quality management.