Resumo

HERNANDEZ-ORO, Reina Maylin; MEDINA-LEON, Alberto Arnaldo  e  HERNANDEZ-PEREZ, Gilberto. Clients satisfaction in technology-based enterprises in the cuban hydraulic sector. Ing. Ind. [online]. 2014, vol.35, n.1, pp. 25-33. ISSN 1815-5936.

This paper presents a procedure in order to measuring and assessing the external client's satisfaction in Cuban technology-based enterprises, using a single project approach with an application case in the hydraulic sector. The procedure is carried out in stages that provide essential outcomes to the organization. As a part of the procedure, "quality attributes and dimensions" of the product are identified. Then, the instrument to assess the client´s satisfaction is designed, validated and applied. Finally, an integral index of the external client's satisfaction is defined. Among the main results of this research are the definition and assessment of the quality attributes that define the projects and an integral index that permits to assess the perceived quality of management from the client's perspective, and allows taking corrective measures and planning actions in order to avoid any possible deterioration of this indicator.

Palavras-chave : Quality evaluation and measurement; satisfaction of external client; technological based enterprises.

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