期刊名称：Journal of Engineering Management and Competitiveness
印刷版ISSN：2334-9638
电子版ISSN：2217-8147
出版年度：2021
卷号：11
期号：1
页码：20-28
DOI：10.5937/jemc2101020C
语种：English
出版社：University of Novi Sad, Technical faculty Mihajlo Pupin, Zrenjanin
摘要：In an immense market struggle, the only effective way to build a long-term competitive advantage is to provide a high level of quality. Offering quality to the market, the organization creates loyal consumers on the basis of which it achieves its profitability, growth and development. The research presented in this paper is aimed at determination of the impact of quality on improving business performance and customer satisfaction. Correlation analysis confirmed this influence on the basis of obtained statistically significant mutual relations between the analyzed variables. Quality was shown to have an impact on improving the business performance of the organization, primarily on profitability through the improvement of leadership and relationship management. The impact of quality on customer satisfaction was also confirmed, where the engagement of people and the management of mutual relations had the greatest impact on consumer confidence. The research confirmed that the training of employees in terms of quality had a statistically significant impact on improving customer satisfaction, if it is conducted in an efficient manner.
