QUALITY OF MANUFACTURE PRODUCTS IN THE CONTEXT OF CUSTOMER SERVICE

1 STRYCHARSKA Dominika
Co-authors:
1 OGÓREK Marzena 1 NOSAL Mateusz
Institution:
1 Politechnika Częstochowska, Wydział Inżynierii Produkcji i Technologii Materiałów, Katedra Zarządzania Produkcją i Logistyki, strycharska.dominika@wip.pcz.pl
Conference:
CLC 2018 - Carpathian Logistics Congress, Wellness Hotel Step, Prague, Czech Republic, EU, December 3 - 5, 2018
Proceedings:
Proceedings CLC 2018 - Carpathian Logistics Congress
Pages:
842-848
ISBN:
978-80-87294-88-8
ISSN:
2694-9318
Published:
18th April 2019
Proceedings of the conference were published in Web of Science.
Metrics:
370 views / 112 downloads
Abstract

All logistics activities both in the field of distribution logistics and in the logistics of customer service are closely related to the customer to the ability to satisfy his needs and expectations. Analysis of the level of customer satisfaction in enterprises is treated as a valuable source of knowledge about the degree of customer satisfaction from the company's operations. The basis of any quality management system is to reveal and improve the resulting nonconformity within a company. In accordance with the principle 1-10-100, the costs of the complaint are many times higher than they would in real terms and also result from the loss of trust and reliability of clients. For this reason, each complaint should be treated exceptionally and analyzed in detail in order to eliminate the cause of its creation experience. The purpose of this article is to analyze the quality of the offered products and the course of the complaint process, as they significantly affect customer satisfaction.

Keywords: distribution logistics, customer service, quality, complaints, customer satisfaction

© This is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.

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