Innovative approaches to assessing the level of internal customer satisfaction

• Main Authors: Riabtseva O.E., Masiuk N.O.
• Format: Article
• Language: English
• Published: State Higher Educational Institution “Ukrainian State University of Chemical Technology” 2020-12-01
• Series: Економічний вісник Державного вищого навчального закладу Український державний хіміко-технологічний університет
• Subjects: internal customer; satisfaction; client orientation; perception; professionalism; communications
• Online Access: http://ek-visnik.dp.ua/wp-content/uploads/pdf/2020-2/Riabtseva.pdf

In the article the concept of internal customer satisfaction is considered. The assessment of such an indicator is quite new, but very relevant for Ukrainian management. It helps to assess the level of cooperation between departments, to see the problems in communications in the enterprise and to identify ways to motivate staff. It is determined that the level of satisfaction of the internal customer depends on many factors classified on factors of perception, professionalism and communication. A mathematical model for assessing the level of internal customer satisfaction using the apparatus of vector algebra, which allows you to assess more accurately each component, which is formed by multidirectional and multifunctional factors, that requires consideration not only numerically but also directed their impact on the system. Since internal customer satisfaction is a complex system that combines different functional and different quality factors, it cannot be measured by ordinary scalar quantities, which are characterized only by numerical measurement. Each of the selected groups of factors forms a corresponding direction in the satisfaction of internal consumers. Therefore, each of the groups of factors is a vector in terms of its impact on the overall internal customer satisfaction. According to the conceptual apparatus of vector algebra, the selected groups, in addition to the numerical measure, are characterized by the corresponding direction. Three-dimensional presentation of the results of calculations allows to determine the direction of events to improve the quality of a component of the complex indicator. Optimization models that allow calculating the basis for the transition from absolute to relative indicators have been developed. The advantages of using relative indicators in comparison with absolute ones are noted.