Literature Review On Customer Satisfaction

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Literature review:

Customer satisfaction has been a famous topic in marketing practice and study research since Cardozo's (1965) earlyl study of customer effort, demands and satisfaction. In spite of many try to measure and explain customer satisfaction, there still does not show to be a accord regarding its explanation (Giese and Cote, 2000). Customer satisfaction is typically outline as a old used estimate judgment concerning a specific product or service (Gundersen, Heide and Olsson, 1996). It is the answer of an estimate process that against pre purchase requirements with perceptions of performance during and after the consuming know-how (Oliver, 1980).
The most broader range accepted conceptualization of the customer satisfaction concept
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A group of researchers of the Center for the Study of Social Policy (2007) Conceptualize that joy is based on the customer’s experience of both agreement with the organization (the moment of truth) and personal outcomes. According to these researchers, satisfaction can be experienced in a different of situations and connected to both goods and options. To another scope, these researchers tells the satisfactions as a “highly personal assessment” that is high influenced by “individual requirements”. This definition views “individual” element as strong force to bring delight. Likewise, many researchers (Oliver, (1981); Brady and Robertson, (2001)
Because customer satisfaction is highly variable assessment individuals do based on their experiences with specific features of products and services they receive, it makes sense for servicing organizations to involve customer satisfaction measurement as their meaningful benchmark for
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Zeithaml (1987) defines perceived quality as “the consumer's judgment about an entity's overall excellence or superiority". Stevens and et al (1995) describe it as, "perceived service quality is a function of the interaction among three independent variables: normative expectations, predictive expectations, and actual service quality. The lower the expectations the consumers have about what should happen, the better their perceptions of the actual service. And the higher their expectations about what will happen, the better their perceptions of the actual service". Whereas, Oliver (1981) gives the definition of satisfaction as," it is the highlighted psychological state resulting when the emotion surrounding contadict expectations is coupled with the consumer's prior feelings about the consumption experience" (p.27).
The model is derived from the satisfaction literature that, contrary to the value literature, defines customer satisfaction as the primary and direct link to outcome measures (e.g., Anderson and Fornell, 1994; Andreassen, 1998; Athanassopoulos, 1999; Bolton and Lemon, 1999; Clow and Beisel, 1995; Ennew and Binks, 1999; Fornell et al., 1996; Hallowell, 1996; Mohr and Bitner, 1995; Spreng, Mackenzie, and Olshavsky,
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