Podstawy satysfakcji klienta w zarządzaniu jakością i jej implikacje
Fundamentals of customer satisfaction in quality management and its implications

Summary/Abstract: The article presents the reflection on customer satisfaction in terms of marketing and quality management of their mutual relationships. The necessity of studying customer satisfaction in groups is according to their diversity. Formulated definition of a customer in the perspective of quality management provided opportunities for their classification. It also indicated the relationship of customer satisfaction and loyalty of its value, which prove its crucial role in the activities and results of the company. Ongoing customer satisfaction surveys should be an integral part of quality management system, because their results are the basis for the implementation of the principle of continuous improvement and enhance resource management information in quality system. This justifies the reasons why the selection of appropriate indicators is a key not only to assess customer satisfaction, but also his or her loyalty and value.

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