Quality service evaluation through the system of complaints and praise

Krstić Vukelja, Elizabeta and Runje, Biserka (2014) Quality service evaluation through the system of complaints and praise. = Quality service evaluation through the system of complaints and praise. Interdisciplinary description of complex systems, 12 (1). pp. 78-91. ISSN 1334-4684. Vrsta rada: ["eprint_fieldopt_article_type_article" not defined]. . Točan broj autora: 2.

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Complaint, as the expression of customer dissatisfaction with the quality of products or services, is very valuable information. Well-built system for collecting, processing and analysis of complaints allows organizations to create the information base for making decisions based on facts. This data base provides an effective adoption and implementation of measures for continuous improvement of products/services quality. To make the system work effectively, it is necessary to continuously use the same methodology for collecting and processing complaints to be able constant comparisons from period to period. Greater investment in quality of products/services does not mean reducing the number of complaints in the same time due to the effects of the phenomenon of "unrealistic expectations". In addition to complaints, a valuable source of information on customer satisfaction is the system of praise.

Item Type: Article (["eprint_fieldopt_article_type_article" not defined])
Keywords (Croatian): complaint, quality, customer satisfaction, phenomenon of unrealistic expectation, scrap, praise
Subjects: TECHNICAL SCIENCE > Mechanical Engineering
Divisions: 800 Department of Quality > 810 Chair of Precise Measurement and Quality
Indexed in Web of Science: Yes
Indexed in Current Contents: No
Citations JCR: 2 (04.09.2018.)
Date Deposited: 05 Jul 2016 11:55
Last Modified: 04 Sep 2018 12:26
URI: http://repozitorij.fsb.hr/id/eprint/6122

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