Elements of the model for customer satisfaction: Serbian economy research

摘要

The objective of this paper is to present the research results in modelling the process for providing satisfaction of customer requirements - the key elements of the model which is the final result of the research. The model has been harmonised, according to its basic function and primary structure, with the requirements of the ISO 9001:2000 series of standards, as well as with relevant proposals and criteria of business excellence (BE) and marketing requirements. It has also been harmonised with the conditions in which Serbian companies (production and services) operate and was created to facilitate management of these processes with the aim of achieving BE. The survey of the companies and experts was carried out by e-mail. A methodologically adjusted questionnaire was compiled. The communicative principle was: one questionnaire- one company/expert. A total of 600 organisations (micro, small, medium sized and big companies) and about 100 experts were included in the survey. Participation in the survey was accepted by 84 companies (14% responded; which was, at that time, about 5% of all certified companies in the Republic of Serbia) and 37 experts from the field of interest. The research was conducted in the first quarter of 2008.