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Quality Service Evaluation through the System of Complaints and Praise

Author

Listed:
  • Elizabeta Krstic Vukelja

    (Department for Quality Management System - Dental Clinic Zagreb)

  • Biserka Runje

    (Faculty of Mechanical Engineering & Naval Architecture - University of Zagreb)

Abstract

Complaint, as the expression of customer dissatisfaction with the quality of products or services, is very valuable information. Well-built system for collecting, processing and analysis of complaints allows organizations to create the information base for making decisions based on facts. This data base provides an effective adoption and implementation of measures for continuous improvement of products/services quality. To make the system work effectively, it is necessary to continuously use the same methodology for collecting and processing complaints to be able constant comparisons from period to period. Greater investment in quality of products/services does not mean reducing the number of complaints in the same time due to the effects of the phenomenon of "unrealistic expectations". In addition to complaints, a valuable source of information on customer satisfaction is the system of praise.

Suggested Citation

  • Elizabeta Krstic Vukelja & Biserka Runje, 2014. "Quality Service Evaluation through the System of Complaints and Praise," Interdisciplinary Description of Complex Systems - scientific journal, Croatian Interdisciplinary Society Provider Homepage: http://indecs.eu, vol. 12(1), pages 78-91.
    • Handle: RePEc:zna:indecs:v:12:y:2014:i:1:p:78-91
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    File URL: http://indecs.eu/2014/indecs2014-pp78-91.pdf
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    Cited by:

    1. repec:zna:indecs:v:13:y:2015:i:2:p:472-478 is not listed on IDEAS
    2. Biserka Runje & Elizabeta Krstic Vukelja & Amalija Horvatic, 2015. "Comparison of Different Simulations Methods in Case of Service-Providing Companies," Interdisciplinary Description of Complex Systems - scientific journal, Croatian Interdisciplinary Society Provider Homepage: http://indecs.eu, vol. 13(3), pages 472-478.

    More about this item

    Keywords

    complaint; quality; customer satisfaction; phenomenon of unrealistic expectation; scrap; praise;
    All these keywords.

    JEL classification:

    • H41 - Public Economics - - Publicly Provided Goods - - - Public Goods
    • I18 - Health, Education, and Welfare - - Health - - - Government Policy; Regulation; Public Health

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