Customer Satisfaction Model
Abstract
In the recent years, the concept of customer satisfaction has attracted much attention across the globe. Understanding the various customer satisfaction models must be the initial step in order to analyze this concept. In this review, the major emphasis is on reviewing the main concepts and models of customer satisfaction.
Introduction
In the past couple of decades, both public and private sectors have given much importance to the concept of customer satisfaction. Consequentially, the top management has requested it’s employees to perform customer satisfaction studies for their own organizations. It is important for an analyst or researcher to operationalize the concept of customer satisfaction and assume some model of the subject
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These models combine the concept of customer satisfaction in an array of related concepts, such as quality, value, complaining behaviour, and loyalty. Such models are known as “macro-models”.
Full scale models have extraordinary significance for the approach level ramifications of an association 's examination in consumer loyalty. Large scale models give the specialist the vital setting of the configuration and of the outcomes for an investigation of consumer loyalty. The promotion of research writing widely covers the components that make up the idea of consumer loyalty, for example, disconfirmation of desires, value, attribution, influence, and lament. Since these components clarify the structure of the consumer loyalty (or "build" ), we shall name these sorts of models as "small scale models" or “micro models”. Micro-models empower an examiner to legitimately operationalize estimations of consumer loyalty, subsequently helping her/him to accomplish develop legitimacy in the consequent fulfilment overview.
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The satisfaction models have been grouped into either a macro level or a micro level to simplify the presentation. Logically speaking, the macro-models embody the micro-models, and overlap the concepts. Many analysts may approach the conceptualization of the models in a completely different manner. An analyst who plans to perform a customer satisfaction study in future could benefit from consulting the insightful works previously cited. The mountain of information that an analyst can review might consume a huge chunk in time and effort, but the advantages of understanding customer satisfaction models may pay comparable dividends in useful analyses in the
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