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ANALYSIS OF CUSTOMER SATISFACTION ON QUALITY OF SERVICES PROVIDED BY NATIONAL RAIL FREIGHT COMPANY „ROMANIAN RAILWAYS – FREIGHT S.A.”
Abstract
The impact of company products or services on its market show the enterprise performance by adapting their products and services to customer needs. Studying consumer needs is a prerequisite for making quality products and services to obtain competitiveness of the company through a strategy focused on quality. Knowing the customers' expectations is essential for quality planning and quality evaluation. The aim of this study is to evaluate the satisfaction of National Rail Freight Company „Romanian Railways – Freight S.A.” customers using SERVQUAL instrument built on a scale designed to cover both responded expectations and their perceptions. We determined the intensity of customers' expectations on various service components and then we determined the perception of the same elements of the service through customer statements. The quality of the service is assessed as the difference between customers' perception and expectation. The service components that recorded the lowest quality were the relationship between quality and price, effectiveness of communication with the client and understanding the customer needs. It requires the implementation of corrective actions to improve these aspects.
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References4
Olaru, M., Quality management, Economic Publisher, Bucharest, 2002.
Moldoveanu, G., Dobrin, C., Quality management in public sector, Academy of Economic Studies Publisher, Bucharest, 2003.
Cătoiu, I. (coord.), Bălan, C., Orzan, G., Popescu, I.C., Vegheș, C., Dănețiu, T., Vrânceanu, D., Marketing research, Uranus Publisher, Bucharest, 2002.
***, Integrated Management Manual of the National Rail Freight Company „Romanian Rail Ways – Freight S.A.” that contribute to customer satisfaction. Operational procedures of communication, participation and consultation.
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