Information And Handling Of Customer Conversations

Different research was done on the positive relationship between service quality and customer satisfaction. In the other words, if service quality decreases quickly, customer satisfaction declines dramatically and if service quality grows radically, customer satisfaction rises rapidly

Sales take place on facts more readily than on assumptions. Customer satisfaction is also a result of actually delivering value to the customer which he measures by factors like price, delivery and quality. Service is an important feature in any customer relationship and this too is dependant on these reasons that convey a perception of reliability.

Customer loyalty is much harder to obtain that customer service satisfaction. The most important first step is to satisfy the customer by meeting their expectations. Customers only give a company one chance and if they aren’t satisfied they will not do business with that company again, as well as tell others of their experience. The next step would be to exceed the customer’s expectations. If a business goes above and beyond to assist the customer they begin to build loyalty. The next step is to truly surprise the customer. In order to dominate the marketplace the company must find a way to make them selves stand out with their product or service, accompanied with phenomenal customer service. Once this has been done customer satisfaction and loyalty will be gained. “Acquiring a new customer can cost four or five times more than keeping a current customer” (Bestmark, 2013). So it’s essential to keep the current customer’s happy and coming back for more.

Producing a quality product, whether a tangible item or a service, is the goal of all organizations, how this goal is achieved will be the challenge. Quality of the end product has been an obstacle in America for decades. In the post World War II era as production of products in America rose, the quality of those products diminished. At the same time other countries such as Japan were not experiencing the same quality issues.

Customer preferences are important concept within services marketing theory. According to my review, service quality have significant relationship with customer preferences. Their finding indicates that the service quality provided by staff is fundamental and crucial to the customer satisfaction in the restaurants. Furthermore, customers will choose the restaurants based on their satisfaction level. In another study by Cronin and Taylor (1992), the study have shown the perceived service quality can greatly affect customers’ satisfaction and customer preferences. Many restaurants out there will pay more attention on service quality because it will directly influencing the customer preferences which will lead to customer revisit and customer will become loyalty to the restaurants. And will directly affect he restaurant revenue. In addition, Yüksel & Yüksel (2002) stated that service quality had the most significant impact on dining satisfaction at the aggregate market

Quality is a driving force for improved competitiveness, customer satisfaction and profitability (Edvardsson, 1992). As for service quality, e.g. American Marketing Organization defines it in two ways: first, it is an area of study that defines and describes how services are delivered so thatthe service recipient is satisfied; second, high quality service is a delivery of service that meets and exceeds the expectations of the customers. Parasumaran et al. (1985) state that service quality is defined by the customer evaluation of service outcome and service process as well as a comparison of customer expectations with service performance. Hence, service quality can be thought as the fit between current service level and customer expectations. Park et al. (2004) define service quality as a consumer‟s overall impression of efficiency of an organization and its services. Thus, customer satisfaction is a judgment made based on a specific service encounter. Chen & Chang (2005) suggest that service quality is a process.

To review critically literature on customer satisfaction and how it affects the development of a company; defining the idea and concept of customer satisfaction; analysing the core elements of customer satisfaction; analysing the factors affecting customer satisfaction; and why customer satisfaction is important for companies such as STO Supermart in Maldives.

Customer satisfaction is determined by whether the total shopping experience has met or exceeded the expectation. Customer satisfaction towards the marketing mix of the retailer is important because it costs the average retailer four times to get a new customer into store as it does to retain the customer. Retailer has to provide the customer with good quality products and customer services. The services ranges from ease of shopping, ease of transactions and post purchase

Loyalty is one of the core elements that drive sales and, as such, it affects economic commerce as well. This aspect is closely related to perceived service quality and customer service satisfaction.

Customer satisfaction is is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service. The state of satisfaction depends on a number of both mental and physical factors which correspond with fulfillment practices, for example, return and suggest rate. The level of fulfillment can likewise differ contingent upon different choices the client may have and different items against which the client can look at the association's

Some researchers have hypothesized that there is no relationships between customer satisfactions and loyalty. Henning states that research done on relationships between customer satisfaction and loyalty would be weak and nonexistent. He critically examines the satisfaction-retention relationship and investigates customer retention based on customer perception (Henning, 1998). In Dr. Silvestro’s research customer satisfaction and loyalty do

Customer satisfaction can be experienced in a variety of situations and connected to both goods and services. It is a highly personal assessment that is greatly affected by customer expectations. Satisfaction also is based on the customer’s experience of both contacts with the organization and personal outcomes.

According to Sohail, Roy, Saeed and Ahmed,2007; Kwortnik , 2005) researchers generally agree that service quality is not a uni dimensional assemble that reflects whether a firm’s customer service is superb or meagre. Instead service quality symbolizes a combination of factors that determine customers’ perceptions about the offering. Service quality is not objectively measured according to some technical standards but is subjectively felt by customers and measured relative to customer-determined standards. Thus, service quality is the gap between perceived service delivered and expected service.

Above everything else, what consumers want from companies is the quality of the products that they are buying. Most consumers do not mind spending an extra buck for the sake of having the best product available. In addition, to this, consumers will go way out of their comfort zone to get a durable product. However, the truth of the matter is that most companies that lasted in the market do not have this in mind. Their provision of quality products is limited to what the statistical analysis in their books shows. If it is very expensive, then it is an unsuitable option. This has led to a scenario whereby American companies have been left out and defeated by other competitors in other markets. The realization of this fact has come to them at the opportune moment. And by taking advantage of this, most American companies have adopted a system of analyzing quality that will be analyzed in this paper. The system was not based on an aggressive strategy to gain and hold markets founded on a competitive linchpin with high quality; they were just defensive measures to simply eliminate ‘defects’ or preempt failures – which is not what managers need.

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