Particularities of Measuring the Satisfaction of the Services Consumer
Particularities of Measuring the Satisfaction of the Services Consumer

Summary/Abstract: The client satisfaction has a more and more important role in the objective’s systems of many service providing enterprises. The successes of many service providing enterprises are no longer measured, by “the determined market share”, but by “client market share” which is obtained with the aim of increasing the clients’ fidelity. Along side the concept of “attracting the client”, the costumer satisfaction plays an distinctive role in the service providing enterprises’ policies. Having in mind the perspective of a long time relationship with the costumer, the two aspects represent two intermediary objectives. The transformation of a client in a loyal costumer is the main objective of Total Quality Management (TQM). The client satisfaction determines repeated and added purchases and an increase of the number of clients by the help of references. The process of client satisfaction with the goal of transforming him in a loyal one is formed of three elements: upholding the reputation, is sustained by the competences and the professionalism of the service providing enterprises employees which serve the clients either directly and indirectly; maintaining the value, by having a popper price for the costumer as a result of reducing the costs, by introducing new and flexible technologies and by realizing practical innovations; and finally the structural link, assumes the organization of the teams and functions which gravitates around the client with the help of a “frontline” informational system and interactive marketing. Knowing the level of client satisfaction allows the service providing enterprises to successfully develop the client transformation process in a consumer and afterwards in a vivid supporter

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