Monitoring of Сustomer Satisfaction on the Internet as a Tool to Improve the Quality of Health-Resort Services

Monitoring of Сustomer Satisfaction on the Internet as a Tool to Improve the Quality of Health-Resort Services

A.F. Galievquality management engineer for the processes of production of goods and the provision of services of Resort «Yangan-Tau»; Yangan-Tau Resort, Salavatsky district, the Republic of Bashkortostan 
e-mail: 
smi@yantau.ru 
The article considers the possibility of creating a positive image of a health-resort institution on the Internet, by monitoring of consumer satisfaction. And as a result, attracting new customers. 
Keywords: monitoring, customer satisfaction, WOM marketing. 
References
1. State standard of Russia 54732-2011 / ISO / TS 10004: 2010 National standard of the Russian Federation. Quality management. Customer satisfaction.
2. Internet Top 20 Countries – Internet Users 2017. Internet Worlds Stats. Available at: http://www.internetworldstats.com/top20.htm (accessed 30 of May 2019).
3. Steve O’Leary, Kim Sheehan. Building buzz to beat the big boys: word-of-mouth marketing for small business. Praeger Publishers. 2008.
4. Standard ISO 10002:2004 Quality management. Customer satisfaction. Guidelines for complaints handling in organizations.
 
DOI: 10.34214/2312-5209-2019-23-3-24-26

Back to top