Customer Satisfaction Research Paper
Customer Satisfaction:
Customer satisfaction is a modern approach of quality in business life and helps for the development of a actual customer-oriented culture and management.
([1] Kotler, Philip, Marketing Management: Analysis, Planning, Implementation, and Control, 9th ed., Prentice Hall, Upper Saddle River, NJ, 1997.)
Whether buyers are satisfied after purchase or not it depend on the offers in relation to the buyer expectation. The satisfaction is feelings of a person of pleasure or disappointment resulting from relating a products perceived performance relation to his expectations. If the performance is less than expectation, the customer will be dissatisfied. If performance is according to the expectation customer is satisfied. If
…show more content…
Operationally, it is similar to attitude in that it can be assessed as the sum of the satisfactions with the various attributes of the product or service
Churchill Jr., Gilbert A., and Carol Surprenant. 1982. "An Investigation Into the Determinants of Customer Satisfaction." Journal of Marketing Research (JMR) 19, no. 4: 491-504.
According to Best,2009, Satisfaction is generally considered a wide of area that includes both high levels of satisfaction and also neutral levels where there is no dissatisfaction. However, it is also suggested that there needs to be a separate consideration for different levels of satisfaction with varying imagnitudes and different ranges of effect and impact on business results.
Best, Roger J. 2009. “Market Based Management”, New Jersey: Pearson Education Inc.
The Random House Dictionary states that dissatisfaction results from contemplating what falls short of one's wishes or
…show more content…
High customer satisfaction ratings are widely believed to be the best indicator of company’s future profit. Satisfaction can broadly be characterized as a post-purchase evaluation of product quality given pre-purchase expectation.
[11] Kotler, Philip, Marketing Management: Analysis, Planning, Implementation, and Control, 7th ed., Englewood Cliffs Prentice Hall, NJ., 1991.
Customer satisfaction can be experienced in a variety of situations and arebconnected to both goods and services. It is a highly personal assessment and is greatly affected by customer expectations. It is also is based on the customer’s experience of both contact with the organization and personal outcomes. Some researchers define a satisfied customer in the private sector as “one who receives significant added value” to his/her bottom lin. This definition may also be apply as well to public services.
[12] Hanan, Mack and Karp, Peter, "Customer Satisfaction: How to Maximize, Measure, and Market Your Company’s Ultimate Product”, American Management Association, New York 1989,
Unit 9 M1 Customer Service
1748 Words | 7 PagesHaving a good customer satisfaction will help increase their customer base, which will increase revenue and allow more profit and this will give the business a good name and reputation. Customer satisfaction means the level of how pleased your customers are. Tesco ensures they have great customer satisfaction by training their employees to the best
Client Assessment Research Paper
826 Words | 4 PagesWritten Assignment #1 The Chicago School of Professional Psychology Aysen Lengerli Topcu Written Assignment Existing client assessment data could be both beneficial and misleading for a counselor in many ways in treatment planning. Especially, in the initial intake interview, counselors attempt to understand and explore the client’ problematic areas, history, functionality, previous mental, physical history, cultural factors, and so forth as well as to establish a rapport. At this time, obtained data helps the counselor make a decision about the next step. For example, counselors consider that which additional test/instruments are necessary to get a better understanding about the client, to conceptualize the problem, and
Summary Of Alaska Air's Six Sigma Framework
2023 Words | 9 PagesThe customer satisfaction survey is measured through a survey by rating them through satisfaction
Qlt1 Task 5
337 Words | 2 PagesTask 5 Customer satisfaction Customer satisfaction is an indication whether the expectations of a customer has been met. Customer satisfaction is an abstract concept where that involves factors like the products quality and quality of service and the locations atmosphere where the products are being purchased, and whether the prices are suitable for the products or service. Businesses uses customer satisfaction survey to find out whether the customers are satisfied with the services and the products of the company. It’s a leading indicator of consumer repurchase intentions and loyalty
Btec Business Level 3 Unit 10 P1
496 Words | 2 PagesTask1 Unit 10 P1 Primary research is the research that helps us to find out what the consumers want and need. It is quite useful and it can tell us if the business is suitable for a certain market. Primary research includes observation experimentation surveys and focus groups. Observation is watching customers and shoppers and the way they behave but is wasting time(time consuming)also is the company that having product in the market and try to observed the shopkeeper and consumer,observes people behave shows what researcher trying to find out,it’s expensive when requiring detailed record but observations can be filmed to lower cost,it also help with experiment of the costumers.
Customer Perspective Paper
811 Words | 4 PagesCustomer perspective Perspective perspective providers Customer perspective From the customer's point of view, quality of service distinguishes sought quality and perceived quality. The quality required is the quality level, the customer explicitly or implicitly demand and expect from the service providers. The required quality (customer expectations) is generated due to several factors - primarily, the expectations formed during the previous personal experience of the customer with the service and image of the organization. The perceived quality means the general impression of the customer and the experience about the quality level after achieving the service.
Consumer Behavior: Attitudinal Loyalty And Satisfaction
811 Words | 4 Pages(Jacoby, 1971; Jarvis & Wilcox, 1976). Dick and Basu (1994) propose that customer will be loyalty to the brand is the result of psychological processes and has behavioral manifestations. Therefore it should incorporate both attitudinal and behavioral. Satisfaction is recognized as an important element for loyalty in both the consumers and business marketing. Satisfaction with previous purchase experiences plays an important role in determining the future purchase behaviors particularly call as an effort-minimization strategy (Jones and Suh, 2000: Pritchard et al, 1999).
Franchising Versus Company-Run Operations: Modal Choice In The Global Hotel Sector
1648 Words | 7 PagesLicensing and Franchising. The authors (Y Cao, K Townsend, P Daniel) initially draw out that there is still a lot of grey area and a lot of disagreements amongst the community of scholars as to what should be correct measure of customer satisfaction. Some researchers seem to favor SERVPERF (Service Performance) as a viable metric for measurement of service quality while some seem to lean more towards SERVQUAL (Service Quality). Though none of the groups seem to disagree on the fact that in the end the common denominator for customer satisfaction would customer perception of the service; his expectations and his perception of the service actually
Student Buying Behaviour Essay
1372 Words | 6 PagesCustomer satisfaction is defined by Tse and Wilton (1988, p.204) as “the consumer’s response to the evaluation of the perceived discrepancy between prior expectation (or some norm of performance) and the actual performance of the product as perceived after its consumption.” If the performance meets the consumer’s expectation, they will be satisfied, if the performance is lower than their expectations they will be dissatisfied and if the performance surpasses expectation they will be delighted. The greater the difference between expected performance and the performance received, the greater the level of satisfaction or dissatisfaction. (Anderson, 1998). The level of satisfaction that a consumer has received from their purchase is likely to heavily influence their post-purchase actions.
Alienation In Psychology
706 Words | 3 PagesSociologists such as Herbet Mc Closky, Richard Schacht, Jan Haida, Michael Aiken, Jerald Huge, Melvin Seeman, Beijamin Zablocki and Emile Durkhein opine that alienation is a result of human powerlessness, meaninglessness. Cultural estrangement, social isolation and self-estrangement. From the sociologist point of view, alienation can be divided in 2 realms: Structural and socio-psychological. Societal Alienation refers to the situation where a person feels alienated from the society due to its societal structures i.e. there is a distance between an individual and the work product and an individual’s treatment on the basis of class, caste, race, gender etc.
Patient Satisfaction Paper
1707 Words | 7 PagesMultiple Definitions Satisfaction is defined as the doctrine of fulfilling a contract or an obligation to desired level (Drummond & Standish, 2007). This definition does not fully define our services at Bascom Palmer; we define satisfaction as an accomplishment and attendance of our patients needs in a unique way, which is beyond their expectations. Satisfaction implies to exceeding the needs of your clients or customers. A patient expects to be accorded good services, but as we all know, good services cannot be fully satisfactory, therefore, to us, satisfaction implies to offering the best quality services which surpasses patient’s anticipation. Our philosophy of offering satisfactory health care services to people is based on the religious beliefs, which recognize that God creates human beings in his own likeness.
Core Self-Affect Theory
729 Words | 3 PagesThe appraisal of job fulfillment through representative mysterious studies wound up plainly typical in the 1930s. Albeit preceding that time there was the start of enthusiasm for representative mentalities, there were just a modest bunch of studies distributed. Latham and Budworth take note of that Uhrbrock in 1934 was one of the primary analysts to utilize the recently created mentality estimation procedures to evaluate assembly line laborer demeanors. They likewise take note of that in 1935 Hoppock conducted a review that concentrated expressly on job fulfillment that is influenced by both the way of the employment and associations with coworkers and supervisors. Models (methods) Affect theory Edwin A. Locke's Range of Affect Theory (1976) is seemingly the most acclaimed job satisfaction display.
Essay On How To Be Happy
1094 Words | 5 PagesYou probably believe that getting what you want will make you happy, but it 's just a lie that we are told as children by our parents to get us to conform. "If you do what I want I 'll give you your toy and you can only be happy with your toy." As grownups, this carrot gets dangled in front of our noses in form of a job, friends, and relationships, and we do our best to conform to the expectations of others because we were led to believe that they have what we need to be happy. In reality, changing yourself to conform to other 's expectations takes you further aways from the happiness, love, and connection you so desperately need because it 's not really you who 's getting those things.
Customer Service Benefits
1026 Words | 5 PagesTherefore, company should gather customer information about customer satisfaction so the company can measure the efficiency with regard to customer service (Heskett, J. L., & Schlesinger, L. A. (1994). One way to receive customer information and satisfaction is to receive a letter or e-mail let him/her explains if they like or dislike the product or service. Then, the company will read the information and try to either correct the error (complain) or to stay at this level of quality and service that they like. Second way to gather information is to active communication with call center, check product-return centers, conduct surveys, and send out questionnaires….
More about Customer Satisfaction Research Paper
Unit 9 M1 Customer Service
1748 Words | 7 PagesClient Assessment Research Paper
826 Words | 4 PagesSummary Of Alaska Air's Six Sigma Framework
2023 Words | 9 PagesQlt1 Task 5
337 Words | 2 PagesChoosing A Small, Home Town Security Systems Company
440 Words | 2 PagesBtec Business Level 3 Unit 10 P1
496 Words | 2 PagesCustomer Perspective Paper
811 Words | 4 PagesConsumer Behavior: Attitudinal Loyalty And Satisfaction
811 Words | 4 PagesFranchising Versus Company-Run Operations: Modal Choice In The Global Hotel Sector
1648 Words | 7 PagesStudent Buying Behaviour Essay
1372 Words | 6 PagesAlienation In Psychology
706 Words | 3 PagesPatient Satisfaction Paper
1707 Words | 7 PagesCore Self-Affect Theory
729 Words | 3 PagesEssay On How To Be Happy
1094 Words | 5 PagesCustomer Service Benefits
1026 Words | 5 Pages