Brasov customer satisfaction as regards the collaboration with leasing companies

• Author: Barbulescu O.
• Pages: 25-32

Bulletin of the Transilvania University of Braşov

Series V: Economic Sciences • Vol. 8 (57) No. 1 - 2015

Braşov customer satisfaction as regards the

collaboration with leasing companies

Oana BRBULESCU1

Abstract: Starting from the concept of customer satisfaction, intensely studied in the

specialist literature, this paper tries to establish to what extent the customers - legal entities,

of the leasing companies in Braşov county – are satisfied with the services provided by these

companies. To this end, we conducted a quantitative marketing research, in the period

October-December 2014, upon a sampling of 800 companies. The analysis of several aspects

that influence the level of satisfaction experienced by the people with the quality of user, in

the leasing contracts, has led to the conclusion that it ranks high; determining them to resort

several times to the services of the same leasing company; a fact which invalidates one of the

hypotheses stated in the beginning of the research.

Key-words: leasing company, customer satisfaction, financing, research.

1. Introduction

Customer satisfaction is a concept that defines the fulfillment degree or level of the

consumers’ needs and wishes.

Most experts agree that customer satisfaction can be defined as an evaluation

of the different dimensions of the product or service quality (Spreng, MacKenzie,

Olshavsky, 1996, 30).

Other authors attempt to define the concept of customer satisfaction,

depending on other dimensions than those exclusively related to quality. In this

respect, (Gordon McDougall and Terrence Levesque, 2000, 392) deem that

customer satisfaction should be operationalized and built not only based on the

dimensions entailed by quality (quality dimensions), but also based on the "value

perceived" by customers. In this way, starting from the definition of the "value

perceived" by customers as the result or the benefits received by customers, in

relation to the cost or the price they paid, we can appreciate that both the perceived

quality of the service and the "perceived value" influence customer satisfaction.

Admittedly, in this early 21st century, customer satisfaction most clearly defines both

the meaning and the real significance of the economic activities of our time.

1 Transilvania University of Braşov, oana.barbulescu@unitbv.ro