A customer is satisfied when his expectations are fulfilled by the service firm. Customer expectation therefore, is defined as the feeling that a customer experience when a service offering meets his or her expectations. In a marketing context, it is a measure as well. It is a measure by which the service quality is judged, as well as the calculation of which the service firm intends to improve or develop its service offerings. Improving customer satisfaction is one of the important goals of any service firm.
Greenway needs to provide some training to reduce culture shock for the employees together with family. By implement Polycentric strategy into Greenway Hotel group, which could make greenway managers to be more flexible and move easily into multiple countries without having any issues. Greenway will be able to manage their employees in foreign countries by using Polycentric strategy. However, Greenways are responsible to handle a foreign assignment together with managers and employees to minimize culture shock and language barriers and that will help Greenways to guide their company to be success and increase company profits. As an international mangers are should considered on globalizations market in culture management behavior, so that will help them to identify the main issues that the company will face when goes to
Second, in the motivational theory of Herzberg’s states that, “client satisfaction indirectly effects employee satisfaction by effecting the perceived appreciation the employees receive from customers”. These observations have three major managerial effects; first, investment into customer satisfaction might settle double by enhancing revenue and profit on one hand, and improving employee satisfaction and retention on other hand. Second, positive customer feedback has positive effect on employee satisfaction and appreciation. Third, it is analysed that marketing and human resource issue are tangled in professional service firms. Creating satisfied and devoted customers will be useful for the organization, therefore allotting significant resources for employee and customer satisfaction and retention.
Trust relates to the belief that a customer has in an honest investment and engagement with the service provider. Trust is defined as customer confidence in the quality and reliability of the services offered by the organization Garbarino and Johnson (2014). It becomes the moral values that are established to enhance their business relationship between organization and customers. For an individual consumer purchase decisions may be made based on emotions instead of rationale as a result of relationship built with a brand over a period of time. Brand loyalty is therefore a factor to consider in the relationship a customer establishes with an organisation.
Customer satisfaction program can help one determine the key drivers of customer’s satisfaction, items that make the greatest contribution to the driver and the overall satisfaction level’s effect on one’s business outcomes. Identifying specific level of performance helps one set targets, allocate one’s resources more effectively and focus on objectives congruent with customers’ expectations. Theory of Customer Satisfaction Many theories have been used to understand the process through which customers form satisfaction judgements. For example, consistency theory suggests that when the expectations and the actual product performance do not match, the customer will feel some degree of tension. In order to relieve this tension, the customer will make changes either in their expectations or in the perceptions of the product’s actual performance.
CRM is viewed as the overall process of building and maintaining profitable customer relationships by delivering superior customer value and satisfaction. The aim of CRM is to build long-term, mutually satisfying relations with customers in order to earn and retain business by delivering high quality products and services at reasonable prices over the time. In other words, instead of trying to maximize profits from each and every transaction, CRM focuses on maximizing profits over the lifetime value of the customer by creating and maintaining relationships. Benefits of
Customer satisfaction is the degree of repeated buying of a product. Customer satisfaction creates value for customers, in short managing their expectations and to fulfill their needs narrated by Guzzo. Maiyaki, Noor and Mokhtar found out throughtheir study that Customer satisfaction is defined as meeting one`s criteria or satisfying one`s expectations or we can say that a satisfied customer has a particular feeling or attitude towards a service or product it has used. They further explained Customersatisfaction is one of the major goals of marketing activity/marketers whereby it serves as a link between what customer buy and how they behave. It is obvious that if someone is satisfied with particular offering or product they will get themselves
1. TO STUDY ABOUT THE CUSTOMER SATISFACTION FOR FASTRACK WATCHES: Customer Satisfaction: Satisfaction is the customer‘s fulfillment reaction. It is a judgment that a product or a service feature, or the product or service itself, provides a pleasing level of consumption – related, achievement. In technical terms, this definition can be translated to mean that satisfaction is the customers opinion of a product or service in. It is also important to know that, to measure the customer satisfaction at a particular point of time as if it were static.
Now comes the research used in the study, In this project descriptive research design is used. descriptive research study is based on some previous understanding the topic. This study will ensure the maximization of realibility of data collected. This study help to study about the satisfaction of the customers towards the products of amway. It also tells what more further steps can company take for more satisfaction of the customers, in todays worlds if a company want to survive in the market, then the customers should be satisfied.
Investigating the push and pull motivation of international tourists visiting local markets in Phuket 2. Exploring the differences of travel motivations amongst international tourists visiting local markets in Phuket 3. Identifying the attractiveness of Phuket’s local markets based on the perception of international tourists. 2. Literature review Defining Motivation Motivation is a powerful factor when it comes to people achieving their overall goals.