EIRP Proceedings, Vol 7 (2012)

Abstract

The orientation to customer satisfaction is not a recent phenomenon, many very successful businesspeople from the beginning of the 20^th century, such as Sir Henry Royce, a name synonymous with Roll – Royce vehicles, stated the first principle regarding customer satisfaction “Our interest in the Roll-Royce cars does not end at the moment when the owner pays for and takes delivery the car. Our interest in the car never wanes. Our ambition is that every purchaser of the Rolls - Royce car shall continue to be more than satisfied (Rolls-Royce).” The following paper tries to deal with the important qualities of the concept for the measuring of the gap between expected costumer services satisfactions, and perceived services like a routine customer feedback process, by means of a relatively new model, the Servqual model.