IMPACT OF QUALITY ON IMPROVEMENT OF BUSINESS PERFORMANCE AND CUSTOMER SATISFACTION
Journal Title: Journal of Engineering Management and Competitiveness (JEMC) - Year 2021, Vol 11, Issue 1
Abstract
In an immense market struggle, the only effective way to build a long-term competitive advantage is to provide a high level of quality. Offering quality to the market, the organization creates loyal consumers on the basis of which it achieves its profitability, growth and development. The research presented in this paper is aimed at determination of the impact of quality on improving business performance and customer satisfaction. Correlation analysis confirmed this influence on the basis of obtained statistically significant mutual relations between the analyzed variables. Quality was shown to have an impact on improving the business performance of the organization, primarily on profitability through the improvement of leadership and relationship management. The impact of quality on customer satisfaction was also confirmed, where the engagement of people and the management of mutual relations had the greatest impact on consumer confidence. The research confirmed that the training of employees in terms of quality had a statistically significant impact on improving customer satisfaction, if it is conducted in an efficient manner.
Authors and Affiliations
Milena CVJETKOVIĆ, Marko VASILJEVIĆ, Milovan CVJETKOVIĆ, Milica JOSIMOVIĆ
Keywords
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- EP ID EP754106
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