THE ROLE OF THE IMPLEMENTATION OF THE QUALITY MANAGEMENT SYSTEM IN SERVICES

According to theorists, customer satisfaction is a subjective concept, difficult to measure, difficult to quantify. Aspects related to its quantification arising from: diversity of factors which influence the satisfaction, difficulty interpretation of the results, the positive trend of results, obstacles related to the results transformation into action, gaps regarding the tracking poll results within the organization. Systematic evaluation of customer requirements but and their satisfaction offers to the organization a important information about the extent to which their expectations were met as well as the opportunities for improvement and development of its business. However, the collected data revealed the necessity to implement corrective, preventive or improvement actions applicable to processes within the organization, quantifying the progress of the organization on its way for the achieving "total quality".