STUDY ON THE DEVELOPMENT OF QUALITY MEASUREMENTS MODELS FOR STEERING BUSINESS SERVICES IN RELATION TO CUSTOMER SATISFACTION

• Published in: Amfiteatru economic Vol. 19; no. 44; pp. 95 - 109
• Main Authors: Marquardt, Anne Kathrin, Olaru, Marieta, Ceauşu, Ioana
• Format: Journal Article
• Language: English
• Published: Bucharest EDITURA ASE 01.02.2017; ASE Publishing House; The Bucharest University of Economic Studies; Bucharest Academy of Economic Studies, Faculty of Commerce; Editura ASE
• Subjects: Brand loyalty; Business metrics; Business services; Competition; Customer satisfaction; Economy; Literature reviews; performance indicators; Product development; Quality management; Quality of service; service quality; service quality measurement models; Studies; Systematic review; service quality; customer satisfaction; performance indicators; business services; service quality measurement models

The growing competition in the market, higher customer demands and globalisation forces the business service providers to improve their services much faster. Nowadays, it is not enough to provide good quality it is more important to delight the customers and to deliver more than they expect. Likewis...