The Method Used for Measuring the Customers ’ Satisfaction

Measuring the customer satisfaction is a relatively new concept to many companies that have been focused exclusively on income statements and balance sheets. In this paper we intend to demonstrate the process capability of the management analysis for an organization, to ensure that the management system is suitable, adequate and effective. The case study consists of measuring and managing the customer satisfaction regarding products price, products quality, products variety, payment term and employers attitude. Key-Words: customers’ satisfaction, quality, improvement measures.