Measuring of customer satisfaction on example of Delta DMD

Companies which do business in today's competitive environment, has to continuously work on improvement of theirs products and services, based on customers' needs. Most widely used method for examine customer expectations and measuring satisfaction is researches, which goal is to evaluate company performance from customer angle and to give management tool for strategic planning. Surveys results have to be used as a base for defining improvements areas. In this article is shown example of company Delta DMD which do customer satisfaction researches twice a year, since 2007, and results of latest researches with guidelines for further improvements in company. .

• 저널Marketing Science · 41(4) · 268–276
• 토픽Regional Development and Management Studies · Economics and Econometrics
• 저자Ela Kostić