The Impact of the Implementation of ISO 9000 Quality Management System on the Customer Satisfaction Evaluation Process by the Romanian SMEs
The paper highlights a part of the results of the research carried out at the level of Romanian Small and Medium Enterprises (SMEs) in the period 2007-2010. One of the objectives of the research was to determine the way the Romanian SMEs use the results of evaluation and monitoring of customer satis...
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| Format: | Article |
| Language: | English |
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Editura ASE
2011-11-01
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| Series: | Amfiteatru Economic |
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| Online Access: | http://www.amfiteatrueconomic.ro/ArticolEN.aspx?CodArticol=1079 |
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| _version_ | 1849306530059386880 |
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| author | Marieta Olaru Ghiorghiţa Stoleriu Claudia Langă Ionela Flood |
| author_facet | Marieta Olaru Ghiorghiţa Stoleriu Claudia Langă Ionela Flood |
| author_sort | Marieta Olaru |
| collection | DOAJ |
| description | The paper highlights a part of the results of the research carried out at the level of Romanian Small and Medium Enterprises (SMEs) in the period 2007-2010. One of the objectives of the research was to determine the way the Romanian SMEs use the results of evaluation and monitoring of customer satisfaction in the process of redesigning and improvement of the quality of products and services. These results were compared with those obtained in a study with the same purpose, conducted by the authors, in 2003-2004; it resulted a major progress in the process of evaluating and monitoring customer satisfaction by SMEs in Romania.
Furthermore, the research carried out showed that there is still significant reluctance in terms of using the results of this process, in connection with the concerns to ensure a sustainable performance for these companies. |
| format | Article |
| id | doaj-art-2d226a6d26164ca69cb871fd07d63ced |
| institution | Kabale University |
| issn | 1582-9146 2247-9104 |
| language | English |
| publishDate | 2011-11-01 |
| publisher | Editura ASE |
| record_format | Article |
| series | Amfiteatru Economic |
| spelling | doaj-art-2d226a6d26164ca69cb871fd07d63ced2025-08-20T03:55:02ZengEditura ASEAmfiteatru Economic1582-91462247-91042011-11-0113Special Issue 5669678The Impact of the Implementation of ISO 9000 Quality Management System on the Customer Satisfaction Evaluation Process by the Romanian SMEsMarieta Olaru0Ghiorghiţa Stoleriu1Claudia Langă2Ionela Flood3Bucharest University of Economic Studies, RomaniaTecnoservice Bucharest SA, RomaniaRomsir SRL, Balş, RomaniaRomanca Society, United KingtomThe paper highlights a part of the results of the research carried out at the level of Romanian Small and Medium Enterprises (SMEs) in the period 2007-2010. One of the objectives of the research was to determine the way the Romanian SMEs use the results of evaluation and monitoring of customer satisfaction in the process of redesigning and improvement of the quality of products and services. These results were compared with those obtained in a study with the same purpose, conducted by the authors, in 2003-2004; it resulted a major progress in the process of evaluating and monitoring customer satisfaction by SMEs in Romania. Furthermore, the research carried out showed that there is still significant reluctance in terms of using the results of this process, in connection with the concerns to ensure a sustainable performance for these companies.http://www.amfiteatrueconomic.ro/ArticolEN.aspx?CodArticol=1079customer satisfactionevaluationmonitoringSmall and Medium EnterprisesISO 9000 |
| spellingShingle | Marieta Olaru Ghiorghiţa Stoleriu Claudia Langă Ionela Flood The Impact of the Implementation of ISO 9000 Quality Management System on the Customer Satisfaction Evaluation Process by the Romanian SMEs Amfiteatru Economic customer satisfaction evaluation monitoring Small and Medium Enterprises ISO 9000 |
| title | The Impact of the Implementation of ISO 9000 Quality Management System on the Customer Satisfaction Evaluation Process by the Romanian SMEs |
| title_full | The Impact of the Implementation of ISO 9000 Quality Management System on the Customer Satisfaction Evaluation Process by the Romanian SMEs |
| title_fullStr | The Impact of the Implementation of ISO 9000 Quality Management System on the Customer Satisfaction Evaluation Process by the Romanian SMEs |
| title_full_unstemmed | The Impact of the Implementation of ISO 9000 Quality Management System on the Customer Satisfaction Evaluation Process by the Romanian SMEs |
| title_short | The Impact of the Implementation of ISO 9000 Quality Management System on the Customer Satisfaction Evaluation Process by the Romanian SMEs |
| title_sort | impact of the implementation of iso 9000 quality management system on the customer satisfaction evaluation process by the romanian smes |
| topic | customer satisfaction evaluation monitoring Small and Medium Enterprises ISO 9000 |
| url | http://www.amfiteatrueconomic.ro/ArticolEN.aspx?CodArticol=1079 |
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