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Author(s): Zenovia Cristiana Pop

Journal: Annals of the University of Oradea. Fascicle of Textiles, Leatherwork
ISSN 1843-813X

Volume: XIV;
Issue: 2;
Start page: 21;
Date: 2013;
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Keywords: loyalty | quality | quality management | process | customer.

In this article we present the results of a market research, with the purpose to give an answer to the following fundamental question namely what are the main needs of the customers, of a textile company. The data collected should provide a clear view of the customer requirements and customer expectations, and especially the degree of fulfillment of these. The customers are the only ones who know their own needs and have at the same time expectations with the company, their products and their after sale services. Therefore, we tried to see the assortment of this textile company with the eyes of its customers. The answer to these questions should provide approaches on how to increase customer satisfaction and loyalty. The research highlighted the need of introduction of several models, because the potential of the market. Each question provides the necessary information to establish the wishes and expectations of customers and especially their degree of fulfillment by the company. Customers are the only oes able to know their own needs and at the same time, they have been in contact with the company, its products and marketing style. In conclusion, we tried to observe the assortment of the company in terms of the buyer. The answers to these questions should provide benchmarks for the company in order to assure customer satisfaction and loyalty. Least a SWOT analysis is developed and presented in.

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