ACADEMY OF ECONOMIC STUDIES BUCHAREST FACULTY FOR BUSINESS ADMINISTRATION, IN FOREIGN LANGUAGES English Section

P o!ect on C"sto#e Rel$tionshi% M$n$ge#ent&

Customer Satisfaction for the Academy of Economic Studies Bucharest

Coordinator: Team: Asist. univ. drd. Irina BENA

Stefania RADUTU Claudia T !A !aria "E#EA Stefania RADUTU

Bucharest $%&%
C NTENTS

&. Definin' the (ro)lem $. Identifyin' the o)*ectives

+. Determinin' the information sources ,. Data analysis -. Dra.in' conclusions and re(ort

&. Definin' the (ro)lem.

Students are customers of Academy of Economics Studies from Bucharest so they have needs/ .ant and desires. 0e need to measure the level of satisfaction amon' students from ASE in order to 1no. .hat are the main disatisfaction issues and .hat should ASE im(rove to meet the students2 .ants/ needs and desires.

$. Identifyin' the o)*ectives. &: To determine .hat 'enerates satisfaction3 $: To measure the satisfaction level amon' students from the second year3 +: To identify the main disatisatisfaction issues3 ,: To im(lement systems .hich can meet the level of satisfaction re4uired.

+. Determine the information sources. 5 6rimary sources3 5 Uni4ue individuals3 The 'atherin' methods: 7uestionnaires 8direct/ tele(hone/ internet9.

,. Data analysis.