Advantages Of Customer Expectation
Customer expectations are of chief importance in a service. Customer expectations are beliefs about service delivery which function as criteria against which the service is judged. It analyses the performance of the service rendered. Customer loyalty is achieved through the providing an excellent service. Keeping service quality high enables a service firm to achieve customer loyalty and thus retain the existing customers as well as attract new customers to it. Advantages of customer retention is a crucial factor in a service’s growth and development for which reason the firm maintain understanding, meeting and delivering customer expectations as its primary goal. These are strategized as reference points. The customer’s perception about performance is based on these references by which he evaluates the service quality. A thorough understanding of customer expectations is indispensable to marketers. The knowledge of customer expectation is primary and most crucial step in quality service delivery. Being wrong about it could mean losing a customer to another service who strategizes on it exactly. Having a mistaken notion about what the customer expects could also mean a loss in expending money, time and resources that are …show more content…
These needs could be physical needs, psychological needs or functional needs. The customers’ demands out of personal needs are essential to physical or psychological comfort and happiness of the customer. These affects the customer’s desire in the service and thereby models customer expectations. For example, a customer who is also a mother would expect the service personals to be considerate about that factor. Hence would be hoping for an airline service to offer a baby care facility, a restroom or special provisions for maternal support. Similarly, a person with special needs would expect assistances like wheelchair, or special
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