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2 Olsztyn Economic Journal

2 Pawlowska B.

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CUSTOMER SATISFACTION IN THE PRODUCT IMPROVEMENT PROCESS AS THE FACTOR DETERMINING ENTERPRISE OPERATION EFFECTIVENESS

100%

Pawlowska B.

Olsztyn Economic Journal

2007

tom 2

nr 1

148-149

This paper presents the results of questionnaire-based study carried out at Polish food industry enterprises, which, in implementation of the product quality improvement process are required to measure the customer satisfaction. The presented work shows the progress of enterprises covered in the customer satisfaction measurement process as an important instrument if effective customer needs and expectations studying process. -

IDENTIFICATION OF CLIENT SATISFACTION ATTRIBUTES AS A FACTOR OF ENTERPRISE COMPETITIVE ADVANTAGE

100%

Pawlowska B.

Olsztyn Economic Journal

2008

tom 3

nr 1

114-121

The paper presents the results of own studies on identification and assessment of client satisfaction attributes that can influence the level of client satisfaction with a food product in studied Polish food industry enterprises. Client satisfaction study currently forms the base for specifying and determining the product satisfaction attributes important for the client that become an important factor for achieving a competitive advantage by the enterprise. Knowledge of client satisfaction attributes allows effecting targeting of the internal processes in the enterprise to achieve effective client focus.