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Type of publication: research article
Type of publication (PDB): Straipsnis kitose duomenų bazėse / Article in other databases (S4)
Field of Science: Vadyba / Management (S003)
Author(s): Pilelienė, Lina;Grigaliūnaitė, Viktorija
Title: Vartotojų pasitenkinimo „Čili pica“ picerijų paslaugomis nustatymas
Other Title: Determination of customer satisfaction with services of pizzerias “Cili Pica”
Is part of: Organizacijų vadyba : sisteminiai tyrimai. Kaunas : Vytauto Didžiojo universiteto leidykla, 64 (2012)
Extent: p. 69-85
Date: 2012
Keywords: Kokybė;Lūkesčiai;Vartotojų pasitenkinimas;Customer satisfaction;Expectations;Quality
Abstract: Straipsnyje analizuojamas vartotojų pasitenkinimas „Čili pica“ picerijų paslaugomis. Straipsnio tikslas – įvertinus vartotojų pasitenkinimą „Čili pica“ picerijų paslaugomis, nustatyti jį formuojančius veiksnius. Tyrimas atliekamas adaptuojant Europos Vartotojų Pasitenkinimo Indekso metodiką. Remiantis tyrimo rezultatais, „Čili pica“ picerijoms nustatyti modelio kintamieji, kuriuos reikėtų stiprinti, siekiant padidinti vartotojų pasitenkinimą šiomis picerijomis ir jų teikiamomis paslaugomis
In recent decades, as a result of globalization, environmental instability, and growing competition, customers are becoming tough receivers of information, criticizing products and having large spectrum of choice possibilities. Organizations which seek for a profitable business are forced to find measures for maintaining market shares, attracting and keeping their customers. Unsatisfied with organization’s product consumer will choose a competitor. Therefore, many organizations become consumeroriented. One of the features of consumer-oriented organization is customer satisfaction management. Customer satisfaction is being measured by calculation of customer satisfaction indexes. Many national and international models of customer satisfaction indexes are created. By calculating the index, organization finds out the level of customer satisfaction and main factors which affect satisfaction. By managing latter factors, organization better serves its customers and affects its competitive positions in a market. Moreover, customer satisfaction indexes are being calculated not only for a single company, but for an industries, countries or continents, as well. Catering industry is very popular because of being necessity. There are many catering companies all over the world, as well as in Lithuania. JSC “Cili Holdings” has a biggest net of restaurants in Baltic countries. Pizzerias “Cili pica” are very popular in Lithuania. However, achieving to keep their market share and popularity, the company has to keep their customers satisfied. Therefore, the problem of the research is what is: what is customer satisfaction with services of “Cili pica” pizzerias and what are the factors determining their satisfaction. [...]
Affiliation(s): Ekonomikos ir vadybos fakultetas
Marketingo katedra
Vytauto Didžiojo universitetas
Appears in Collections:Organizacijų vadyba: sisteminiai tyrimai / Management of Organizations: Systematic Research 2012, nr. 64
Universiteto mokslo publikacijos / University Research Publications

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