Customer satisfaction must not be described as a goal in its place, it should be considered as a means for improving the company's performance (Martensen et al., 2000). During the 1990s, there was a popular realization that satisfaction ratings have been in actual fact a means for attaining strategic purposes, such as customer retention which is considered to affect companies' profits directly (Reichheld,
B. Quality customer service requires meeting and exceeding the presumption of others by interacting in a cordial and positive way. C. According to (Sparks, 1992) “…customer service is all about attracting, retaining and enhancing customer relationships”). VII. Retail customer service provides favorable chances to connect with customers and clients by utilizing Godly values that conform to scripture.
There are many sample questionnaires that already exist so it is does not take much time to design a questionnaire. However, there are also disadvantages of using questionnaires. It might not get careful feedback. The wording can bias client 's responses. These are impersonal.
If a customer is not satisfied, he or she will be doing business with you. Achieving quality and providing excellent service would be important if your moral objective is to satisfy the customers. According to Richard (1993), customer satisfaction is the customer’s perception that his or her expectation have been met or surpassed. You buy something and you expect it to work properly. If it does, you are satisfied.
Customer is the single most important stakeholder in any organisation because without him, organisations are not likely to succeed. Contemporary business organizations are increasingly becoming customer-oriented by embracing marketing initiatives that seek to understand, attract, retain and build intimate long term relationships with profitable customers (Kotler & Keller, 2006). In many service contexts, intense competition has forced firms to move beyond competing based on cost, to competing based on superior quality that satisfies and exceeds customer expectations (Lovelock and Witz, 2007). The challenge lies in developing effective marketing strategies towards meeting customer perceived service quality and achieving customer satisfaction
My questionnaire was simple and straight to the point. It contained various multiple-choice questions, which allowed respondents to express their opinions by marking the relevant answers. The multiple-choice questions also made it easy for me to classify and tally results whilst collecting
The research paper describes the importance of customer satisfaction. It affects future purchase intentions-satisfied customers are more likely to purchase the same product from the same source (Furse, Punj, and Stewart, 1984; Sambandam and Lord, 1995). In addition, customer satisfaction reduces the size of the set of products and retailers considered and minimize switching behavior among previous purchasers (Sambandam and Lord, 1995).The paper suggests that by helping a buyer obtain product information and providing guidelines about what should be expected during the acquisition process and use of a product, a salesperson may influence customer expectations concerning the product and thereby reduce the likelihood of negative disconfirmation with its accompanying discontent (Grewal and Sharma, 1991). The paper’s findings indicate that successful salespeople often tailor their presentation to the needs of each customer (Spiro and Weitz, 1990) so that not only product/service desires are addressed but also the consumer’s sales process needs (Szymanski, 1988). It concludes by stating that Selling Orientation – Customer Orientation indirectly affects satisfaction with the dealer, product, and manufacturer.
Success totally depends on the understanding and interpreting these queries and then working out to provide the best solution. During this situation if the supplier wins to satisfy the customer by properly answering to his queries, he succeeds in explicating a professional and emotional relationship with him. The responses of an employee will ultimately lead to how the needs and responses are collaborated and delivered to excel customer expectation. In today’s competitive business marketplace, customer satisfaction is an important performance exponent and basic differentiator of business strategies. Hence, the more is customer satisfaction; more is the business and the bonding with customer.
Who is a Customer? Customer can be an individual or business that purchases and consumes the goods or services produced by another business. The customer is the end goal of businesses along with the profit maximization, since it is the customer who pays for supply and creates demand. In order to attract a large customer base business will often compete through advertisements, sales offer or different marketing strategies to win the race of customer retention. Customer retention It is an activity that a selling organization undertakes in order to retain its customer throughout its life time.