Customer Satisfaction - Framework

Today’s world competition is very strong in every kind of businesses. Every organisations must provide high quality products or services in order to survive, however their competitors also providing the same or comparable products or services. An important way to an organisation to get an edge over its competitors is to provide extra service to satisfy and delight their customers, which can retain them and also gain new customers. Therefore the achievement of customer satisfaction must be a major objective in all organisations.

Today's world competition is very strong in every kind of businesses. Every organisations must provide high quality products or services in order to survive, however their competitors also providing the same or comparable products or services. An important way to an organisation to get an edge over its competitors is to provide extra service to satisfy and delight their customers, which can retain them and also gain new customers. Therefore the achievement of customer satisfaction must be a major objective in all organisations.

Sampling is the process of selecting a sufficient number of elements from the population, so that a study of the sample and an understanding of its properties or characteristics would make it possible for us to generalize such properties or characteristics to the population elements.

Customer satisfaction is the customer’s evaluation of a good or service in terms of whether it has met their needs and expectations (Vander Schee, 2016). The culture of the organization is to focus on delighting customers rather than on selling products (Lamb, Hair, & McDaniel, 2017). An example of a highly satisfied customer would be Nicole Snow, who owns a small business in Maine. One day she reached out to FedEx on social networks and asked for help in getting her supply chain set up. The team responded immediately and helped her solve the problem (“FedEx,” 2015). Here customer satisfaction is greatly shown the customers’ needs and expectations have been met by

Measuring patient satisfaction is important in assessing healthcare outcomes due to the growing emphasis on greater partnership between providers and consumers.

We realize that customers are really important. Our expectations that customers are satisfied with our

You may offer a quality, well-priced product, but if a customer receives inferior service before, during or after the sale, future sales may be lost. Providing superior customer service in today 's competitive marketplace is crucial. Quite simply, customers are your business and lost sales through poor service means you will lose money.

Customer satisfaction and service quality are the two important components that direct anyone’s attention in every concept related to marketing, services, etc. (Spreng and Mackoy, 2006). In today’s competitive era, the success lies in

This chapter will look to the literature review of quality service, customer satisfaction and intention to revisit including Thomassen satisfaction theory. This research will also discuss what theory is best suited to Health care.

In order to achieve the service quality for the customers, it needs to have reliability, responsiveness, assurance, empathy and tangibles to meet the client’s satisfaction. (Adele Berndt, 2004)

A recurring theme in service companies is the difficulty experienced in translating customer expectations into service quality specifications that employees can understand and execute. The difficulty can be interpreted as three difficulties: the difficulty for managers who are not in direct contact with customers in large organization to understand the customer needs; the difficulty in getting the right balance between imposing service standards and still allowing the staff to be natural; the difficulty managers faces in selecting and

Good leadership is a key characteristic associated with business in today’s society. It can be said that good leadership directly relates to the quality of business. Meaning that the better the leadership, the better the business. Quality leadership one of the major keys of developing good customer service and employee satisfaction. Considering obedience defines whether we obey or disobey the authority, many individuals today have no choice but to obey. Leaders of businesses are far along being autocratic to their leadership style instead of democratic. Individuals feel afraid and feel like slaves to the higher ranked authority that has all the power and control. Employee’s feel like slaves because they feel like they do not get a choice in the decision making process, they are always being pushed and never helped when a problem occurs. The employee’s should take command and ask for help when a problem occurs, so that the employee knows how to handle the situation in the long run and become more effective to the business, plus this will implement democratic leadership from the business leader.

A customer (sometimes known as a client, buyer, or purchaser) is the recipient of a Good or a service, or a product, or an idea, obtained from a seller, vendor, or supplier via a financial transaction or exchange for money or some other valuable consideration.[1][2] Etymologically, a client is someone merely inclined to do business, whereas a purchaser procures goods or services on occasion but a customer customarily or habitually engages in transactions.

Service quality represents a fundamental aspect of delivery, which strongly influences consumer satisfaction and, as a result, loyalty. In today’s global market a customer’s service expectation has to be met and exceeded eventually in order to retain customers as well as achieve success. Perceived quality of a product or a service is becoming one of the major competitive factors in the business world and has led to the innovation of the ‘Quality Era’ (Peeler, 1996). In simple words, the comparison of customer expectations with service performance is service quality. On the other hand, customer satisfaction is defined as a pleasurable fulfilment response toward a good, service, benefit, or reward (Oliver, 1997). Both of these

Sayasonti (2015) investigated the factors discussed in the literature which influence customer perceived service quality; customer satisfaction and customer repurchase intention in the auto insurance industry in Thailand. According the analysis of the study, the assurance dimension was a key determinant of a customer assessment of service quality in the auto insurance industry in Thailand. And there was a linear relationship between customer satisfactions, perceived service quality of the company, perception of company image and customer repurchase intentions was found to have a positive significant relationship. His study also indicated that there is no significant relationship between customer loyalty and customer satisfaction. The paper found that the size of the insurance company and the switching cost were slightly significant in moderating the initial relationship between customer satisfaction and customers repurchase intention.