Some aspects of customer satisfaction and customer loyalty

Article Abstract:

Implementation of total quality management requires accurate methods of measurement. Possible models include a microeconomic correlation of client satisfaction to company profit and budget, which can provide proportional responses in customer satisfaction per allocation of resources or each unit of budgetary change. Managerial control of these parameters can result in a cost-efficient balance.

Microeconomics

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Managing the quality of management training: the role of the index of client satisfaction

Article Abstract:

Customer satisfaction is used to evaluate quality management training in Czech Republic organizations. The assessment is made via a model that examines the training provider, participants, employers of participants, third-party observers and auditors. Comparisons to satisfaction levels and the resulting index enable organizations to benchmark their improvement initiatives.

Management, Czech Republic

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