Customer Satisfaction on Marketing Mix of Lux Soap

Description is not evident or reflects a basic misunderstanding of the current practice related to the problem.

Brandy and Cronin (2001) introduced their own dimensions of service quality which are 1.) service environment, 2.) customer-employee interaction, and 3.) service outcome. These dimensions are considered the sources of quality of a service. Different dimensions of service quality have been introduced and accepted in past researches and studies but the 5 dimensions of Zeithaml et al., (1988) were proved to be the most reliable and credible. One of the most important strategies service providers can use to position themselves effectively in a competitive environment, and to distinguish themselves from competitors, is to provide and improve service quality to ensure the customer satisfaction (Cronin & Taylor,

Key Methodological Issues/Concerns: The key limitations foreseen in carrying out this research is the data may not be accurate and may be antiquated. The sources of the data may not be

When the competition was growing in service sector the demand for service quality was understood. At this time a new question was emerged, if it is possible to apply the principles of TQM in service industry. The literatures and viewpoints of different researchers made the latest moderations to TQM concepts and made TQM adaptable for service sector also.(2) Today, customers have a wide choice of service providers and they would choose only the best service providers in terms of quality, reliability, and profitability and who are at par with international standards. Therefore, the quality of service plays a dominant role and is a primary factor in ensuring the survival of the service provider in the global market. The whole focus is now concentrated on providing services to customer beyond his expectations. This concept is applicable to all service industries and has given birth to the concept of TQM in service

On a Tuesday afternoon, I went shopping at both Old Navy and American Eagle. While on my excursion I identified multiple differences within the separate organizations. This paper made me look at shopping from a whole different perspective. For example, knowing that I was analyzing the quality of service for this assignment, I paid more attention to smaller details, ones that I do not generally realize while going through the motions of shopping.

However, due to the lack of information in the case study, the limitation of the report and its recommendations might be appeared.

Hung, Y. H., Huang, M. L., & Chen, K. S. (2003). Service quality evaluation by service quality performance matrix. Total Quality Management and Business Excellence.

These factors mentioned above are part of many limitations that could and could not have been avoided once conducting the experiment for instance:

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.

The key to ensuring good quality service is meeting or exceeding what the customers expect from services. Judgements of high and low quality depend on how customers the actual service performance in the context of what they expected. Service quality, as perceived by the customers, can be defined as the extent of discrepancy but customers’ expectations or desires and their

Quality products and high level customer service are mandatory for survival and competitive position of a business. Consumers abandon products from companies that act like they do not care about the quality of what they are producing. Increasing competition is sweeping away such firms with those kinds of irresponsible behaviors.

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

Major limitation of the project has been the unavailability of current data, of the contributors to

It refers to the methods and process of providing a service and is hence essential to have a thorough knowledge on whether the services are helpful to the customers, if they are provided in time, if the customers are informed in hand about the services and many such

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