| Abstract [eng] |
Master’s final paper reveals the concept and essence of customer expectations, discusses the process of customer expectations’ formation, analyzes the methodological potential of customer expectations’ evaluation, accomplishes the review of customer expectations’ surveys in foreign countries. After the methodology of survey is prepared, the survey of expectations’ satisfaction of meat products’ customers is accomplished. Survey hypothesis was partially confirmed: expectations of meat products’ customers are satisfied only partially. The accomplished survey presented that knowledge and skills of “Klaipedos mesine” employees for qualitative service are insufficient, working time of “Klaipedos mesine” specialized stores is not convenient for customers, a part of customers lack of trust in company. In order to eliminate the identified problems recommendations were formed. |
