文章基本信息

标题：EXPLORATORY ANALYSIS OF CUSTOMER SATISFACTION IN CASE OF CLUJ-NAPOCA CITY HALL SOCIAL CANTEEN
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作者：Horia M. RABOCA ; Ioan Lazăr ; Adina SOLOMON 等
期刊名称：Revista Transilvană de Ştiinţe Administrative
印刷版ISSN：1454-1378
出版年度：2009
卷号：25E
出版社：Babes Bolyai University
摘要：This study is an exploratory analysis of customers’ satisfaction with regard to the services provided to people on welfare by the social canteen organized by Cluj-Napoca City Hall. In addition to assessing customers’ satisfaction, it also aims to highlight the main factors influencing the satisfaction level. The satisfaction model was constructed and tested on the results of a survey conducted among the people benefiting the services from the institution mentioned. The questionnaire’s structure allows for the assessment of satisfaction construct and role, and pays attention to the influence that quality attributes and client expectations have on satisfaction, revealing that these directly and significantly affect the level of customers’ satisfaction. Univariate statistical analysis of data and structural model analysis are used to emphasize the attributes of the quality of service that affect to a high extent customer satisfaction and that can be used at managerial level to increase service quality in order to achieve higher customer satisfaction. Also from the managerial point of view, the study has a dual significance. It is linked to the concerns for ensuring and improving the quality of services in order to increase the customers’ satisfaction, as well as to concerns about the image of the institution.