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University of the Studies of Turin

Faculty of Economy
' ' Foreign trade ''

BACHELOR THESIS

THE SATISFACTION OF THE CUSTOMER: CASE UNITEC.

 

 
Reporter: Graduating:
Pierantonio Bertero Simona Sciarappa

 

Academic Year 2003-2004

INDEX

Introduction


CHAPTER 1: The satisfaction of the customer

1.1 Evolution of the concept of Understood them Customer

1.2 The customer

1.3 Customer satisfaction, loyalty and retention

1.4 The value of the satisfaction

1.5 The costs of the dissatisfaction

1.6 The claim


CHAPTER 2: The Customer Satisfaction in Vision 2000

2.1 International the normative system

2.2 Vision 2000

2.3 The principles of management for the quality

2.4 The guideline to the customer

2.5 Surveyings of Customer Satisfaction


CHAPTER 3: The Unitec case

3.1 Unitec D High Tech Industrieprodukte Vertriebs Gmbh

3.2 Area of Business

3.3 The services offers

3.3.1 Outsourcing of supplyings

3.3.2 Integration of the supplies

3.3.3 Service of international industrial brokeraggio

3.3.4 Netsourcing (e-procurement)

3.3.5 Support yards to the foreign country

3.3.6 Ulterior services


CHAPTER 4: Surveying on the customers

4.1 The Unitec customers

4.2 The preparation of the questions

4.3 The answers of the customers

Appendix: the questionnaire


CHAPTER 5: Conclusions

5.1 Directives ISO for the elaboration of the questionnaire

5.2 The advantages of carried out surveying

5.3 Actions for the continuous improvement of the service

5.4 New developments



Bibliography

Sitography


To my family and my friends
for their continuous support,
but in particular to my parents.

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