The Role of Customer Satisfaction in the Quality Management Systems: A Crosscultural Study

International Journal of Management and Marketing Research, Vol. 4, No. 3, pp. 57-74

18 Pages Posted: 6 Jan 2012

See all articles by Andrzej Kobylanski

Andrzej Kobylanski

Penn State Greater Allegheny

Bozena Pawlowska

University of Warmia and Mazury in Olsztyn (UWM)

Anna Strychalska-Rudzewicz

University of Warmia and Mazury in Olsztyn (UWM)

Date Written: 2011

Abstract

This paper aims at presenting the concept of customer satisfaction in the context of activities focused on quality management in the food industry enterprises in Poland and in the USA. The studies were conducted in food industry enterprises that possessed quality systems, certified according to ISO 9001:2000 standard. Author-investigated assessment of enterprises’ activities in the area of customer satisfaction management indicate that American and Polish companies have similar perceptions of issues associated with measuring customer satisfaction. However, American companies have more knowledge of the theoretical concept of customer satisfaction, therefore they possess a greater understanding of the implications of customer satisfaction research.

Keywords: Customer satisfaction, quality management systems, food industry in Poland and the USA

JEL Classification: L66, M11, M39, N62, N64

Suggested Citation

Kobylanski, Andrzej and Pawlowska, Bozena and Strychalska-Rudzewicz, Anna, The Role of Customer Satisfaction in the Quality Management Systems: A Crosscultural Study (2011). International Journal of Management and Marketing Research, Vol. 4, No. 3, pp. 57-74, Available at SSRN: https://ssrn.com/abstract=1950370

Andrzej Kobylanski (Contact Author)

Penn State Greater Allegheny ( email )

4000 University Drive
McKeesport, PA 15132
United States

Bozena Pawlowska

University of Warmia and Mazury in Olsztyn (UWM) ( email )

ul. Oczapowskiego 2
Warszawska 98
Olsztyn, 10-719
Poland

Anna Strychalska-Rudzewicz

University of Warmia and Mazury in Olsztyn (UWM) ( email )

ul. Oczapowskiego 2
Warszawska 98
Olsztyn, 10-719
Poland

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