Pirkėjų pasitenkinimo didinimas taikant masinio aptarnavimo teoriją
Increase of Customer Satisfaction by Practising the Theory of Mass Service

Summary/Abstract: While buying goods or services buyers first of all want to get expected quality. Also when they come to the seller they want to be served and spend little time standing in a queue. Therefore it is evident that customer satisfaction is influenced not only by quality and price but also by service. Speed of customer service is one of factors influencing their satisfaction. The purpose of the article is to disclose the influence of the mass service theory on customer satisfaction. Companies consider their customers the most important element of their activity. Thus companies should know how products, services and customer service affect them and what changes might satisfy their customers better. The theory of mass service allows to calculate the indexes of customer service speed. Relying on them it is possible to organize work so that as much as possible customers would be satisfied with service.

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