Перспективи впровадження міжнародного стандарту iso 10004:2018 “Quality management — customer satisfaction — guidelines for monitoring and measuring” для вдосконалення процесу управління задоволеністю замовників в системах управління якістю підприємств України

Abstract

The paper analyzes the prospects of implementing ISO 10004:2018 guidelines to enhance customer satisfaction management in Ukrainian enterprises. It focuses on the conceptual model of satisfaction as the discrepancy between explicit and implicit expectations and the perception of the service or product received. The study emphasizes that identifying and minimizing these gaps is fundamental for improving the quality management process. Special attention is given to the guiding principles of monitoring and transforming feedback into objective decisions. Enhancing the customer satisfaction management process based on these guidelines ensures the organization’s sustainable competitiveness.