ECONOMIZATION OF ACTIVITIES IN THE SATISFACTION SURVEY PROCESS BY MEANS ON-LINE ELECTRONIC QUESTIONNAIRE SYSTEMS

In the paper, the types of activities have been indicated which allow to economize the satisfaction survey process in case of which systems supporting on-line electronic questionnaires have been applied. The use of these systems leads to a departure - where possible - from traditional satisfaction surveys. The above mentioned activities include: adopting system activities that reduce costs; rendering available the protections that significantly reduce the supply of unreliable data; generating automatically many products (questionnaires) on the basis of the same platform formed by the IT system; minimising constrains on both the respondent's side and the research organiser's side; providing facilities that shorten the customisation process realisation time. The indicated types of activities have been provided with details. The types of activities economizing the said process create an ontology that may be applied by knowledge engineering.