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Exploratory Analysis of Customer Satisfaction in Case of Cluj-Napoca City Hall Social Canteen

Transylvanian Review of Administrative Sciences

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Title Exploratory Analysis of Customer Satisfaction in Case of Cluj-Napoca City Hall Social Canteen
 
Creator RABOCA, Horia M.; Research assistant, Institute for Social Research, Faculty of
Political, Administrative and Communication Sciences,
Babeş-Bolyai University, Cluj-Napoca, Romania
LAZĂR, Ioan; Professor, Department of Management, Faculty of
Economics, Babeş-Bolyai Univeristy, Cluj-Napoca, Romania
SOLOMON, Adina; Councelor, SC Apa Canal 2000 SA Pitesti
 
Subject —
 
Description This study is an exploratory analysis ofcustomers’ satisfaction with regard to the servicesprovided to people on welfare by the socialcanteen organized by Cluj-Napoca City Hall. Inaddition to assessing customers’ satisfaction, italso aims to highlight the main factors influencingthe satisfaction level. The satisfaction modelwas constructed and tested on the results of asurvey conducted among the people benefiting theservices from the institution mentioned.The questionnaire’s structure allows for theassessment of satisfaction construct and role, andpays attention to the influence that quality attributesand client expectations have on satisfaction,revealing that these directly and significantly affectthe level of customers’ satisfaction.Univariate statistical analysis of data andstructural model analysis are used to emphasizethe attributes of the quality of service that affect toa high extent customer satisfaction and that can beused at managerial level to increase service qualityin order to achieve higher customer satisfaction.Also from the managerial point of view, thestudy has a dual significance. It is linked to theconcerns for ensuring and improving the qualityof services in order to increase the customers’satisfaction, as well as to concerns about theimage of the institution.
 
Publisher Babes Bolyai University
 
Contributor —
 
Date 2009-02-01
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier http://rtsa.ro/tras/index.php/tras/article/view/196
 
Source Transylvanian Review of Administrative Sciences; 2009: Issue No. 25 E/February; 110-131
1842-2845
 
Language eng
 
Relation http://rtsa.ro/tras/index.php/tras/article/view/196/192
 
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