Tehnički glasnik, Vol. 8 No. 4, 2014.
Prethodno priopćenje
Customer satisfaction and the quality of services of public companies
Štefam Šumah
orcid.org/0000-0001-6335-2378
Igor Klopotan
; Sveučilište Sjever, Sveučilišni centar Varaždin, Varaždin, Hrvatska
Edita Mahič
Sažetak
On the more and more liberal market public companies must take care of the customer satisfaction eventhough they are monopolists in technical terms. People want to get the most for their money, concerning canalization, water supply or waste removal. The satisfaction of customers depends also on the quality of services and public companies are no exeption. In this paper, the influence of raising the quality on the growth of satisfaction of customers has been researched. In the public company mentioned in the research, standards ISO 9001 and ISO 14001 were introduced in 2011. At the same time, the improvements of services were done, there was more one-way communication with customers and the marketing activities were implemented. The influences of all three activities were measured using the research of satisfaction in the period 2011-2013. It has been shown, that raising the quality with regard to the appropriate communication and the relevant marketing activities, has a positive influence on the customer satisfaction.
Ključne riječi
satisfaction; researches; ISO standards; public company; improvements
Hrčak ID:
131566
URI
Datum izdavanja:
15.12.2014.
Posjeta: 2.607 *