Assessment of business customers satisfaction with the products and service of Pnevmostroimashina, jsc, on the B2B market
Электронный научный архив УРФУ
Информация об архиве | Просмотр оригинала| Поле | Значение | |
| Заглавие |
Assessment of business customers satisfaction with the products and service of Pnevmostroimashina, jsc, on the B2B market
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| Автор |
Kapustina, L. M.
Babenkova, A. V. |
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| Описание |
The paper is dedicated to development of a methodology for assessment of customer satisfaction with the products and services on the b2b market. The study of customer satisfaction is aimed at building strong and mutually beneficial supplier-customer relationship. The authors focus on the importance of customer satisfaction continuous monitoring intended for improvement of the company’s market performance. The research based on the works by Kano N., Lamben J.-J., Carter R., Parashuraman A., Zeitaml V. A., Berry L. L. and others, describes an algorithm study of consumers and offers a methodology to evaluate customer satisfaction with the industrial products. Based on the analysis of the economic crisis effects on the machine-building industry, the authors determine the performance of “Pnevmostroimashina”, JSC, on the road and construction equipment market and illustrate an example of practical use of the customer satisfaction assessment technique in the company. At the end of the paper some recommendations for development of an efficient customer satisfaction measurement procedure are introduced.
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| Дата |
2024-04-27T12:17:32Z
2024-04-27T12:17:32Z 2010 |
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| Тип |
Article
Journal article (info:eu-repo/semantics/article) Published version (info:eu-repo/semantics/publishedVersion) |
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| Идентификатор |
Kapustina L. M. Assessment of business customers satisfaction with the products and service of Pnevmostroimashina, jsc, on the B2B market / L. M. Kapustina, A. V. Babenkova // Экономика региона. — 2010. — Том 6, Выпуск 4. — С. 93-101.
2072-6414 http://elar.urfu.ru/handle/10995/133347 15576239 |
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| Язык |
en
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| Связанные ресурсы |
Экономика региона. 2010. Том 6, Выпуск 4
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| Права |
Open access (info:eu-repo/semantics/openAccess)
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application/pdf
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| Издатель |
Institute of Economics, Ural Branch of the Russian Academy of Sciences
Институт экономики Уральского отделения РАН |
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