Marketing Literature: Literature Review Of Customer Satisfaction

The company knows the demands of the customers and they are well orientated in the service and the knowledge of the products and this is the element that makes them prosperous. Jean’s Rare Find Books belief in customer service and satisfaction enables a comfortable and peaceful atmosphere and in return produces a strong customer loyalty for the company. Customer satisfaction and customer retention externally and internally is measured by the perspective of the customers and thus implements the reason for the company’s prosperity. Customer perspective is a key factor on how the customer views the company.

Customer service is the most important aspect of any business. Without an adequate relationship with its consumer base, a company is at an enormous disadvantage.

Customer service is the most important aspect of any business. Without an adequate relationship with its consumer base, a company is at an enormous disadvantage.

Customer satisfaction is another important fact to be considered. It is widely accepted that delivering products and services of high quality leads to customer satisfaction and in turn to high profit. In order to improve their competitive position, many companies use form of customer satisfaction program in developing , monitoring and evaluating their products and services, formulate strategies to enhance satisfaction and compensate employees based on satisfaction rating. Companies, however, will allocate resources for improving customers satisfaction only if the effects are satisfying in financial terms. Numerous empirical studies could find a positive relationship between customer satisfaction and profitability.

But fulfilling the individual product requirements to a great extent does not necessarily imply a high level of customer satisfaction. It is also the type of requirement which defines the perceived product quality and thus customer satisfaction. Departing from Kano’s model of customer satisfaction, a methodology is introduced which determines which influence the components of products and services have on customer satisfaction. The authors also demonstrate how the results of a customer survey can be interpreted and how conclusions can be drawn and used for the management of customer satisfaction is demonstrated (Elmar Sauerwein , Franz Bailom, Kurt Matzler, Hans H. Hinterhuber*Department of Management, University of Innsbruck. faculty.kfupm.edu.sa/CEM/bushait/CEM_515-082/.../kano-model2.pdf‎).

A mix of products, price, place, promotion, physical evidences, people and process meet the physical and emotional needs of the consumer. Organizations define their relationship with the customer based on the frequency with which he or she uses the organization’s service or the quantum of purchases. Customer satisfaction is the key to the profitability of retailing in India and it implies the retention of customers for the long term, which is cheaper than attracting new customers. A perfectly planned marketing mix helps to meets the expectations of the customer and helps to provide him satisfaction & delight. In the backdrop of challenging market scenario it was thought to be befitting to undertake dissertation on ‘comparative study of customer satisfaction towards Big Bazaar & Spar Retail.

Customer satisfaction is a marketing term that measures how products or services supplied by a company meet or surpass a customer’s expectation. Customer satisfaction is important because it provides marketers and business owners with a metric that they can use to manage and improve their

Customer satisfaction is defined as “the number of customers or percentagre of tootal customers whose reported experience with the firm, its products or its ratings exceeds specified satisfaction goals.

Customer satisfaction refers to the feeling of gratitude a customer or client gets after purchasing goods or services from a particular firm. Every business must have its tactics to ensure that their customers are contented with the type of service offered or the goods sold and as such will come back anytime when in need of the same type of goods or service. To ensure proper customer satisfaction, the staff must practice good customer engagement.

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

One interesting way to analyze customer satisfaction is to look at the apostles and terrorists. Apostles are those customers that are so pleased with a product or company, that they get more people to like the product as well. Terrorists are those customers who are so displeased that

Customer Satisfaction is one of the main topics rises recently. Before years there was a revelation of a customer service to concentrate on customer, to treat with him in a better way, to please and fulfill his demands of the customer. In order to achieve that, researchers analyzed the customer population then took random samples and after that generalized the results and came with procedures to treat and please the customers. The first thing is spark in the satisfaction of the customer concept added to the private sector, later applied to the other sectors.

Customer satisfaction is when the customer’s experience with a certain product or service equals the customer expectations. Various factors affect customer satisfaction and they include quality, quantity, price and after sale services. There are various issues that managers need to address and face when chasing customer satisfaction and in trying to deliver quality service.

It proves link between qualities of service attributes and satisfaction of customer is basically asymmetric. Above all, this research shows link between satisfaction of customer, loyalty and retention. Such approach of such of customer behaviour helps provide service and generates profit in a meaningful way.

The aims of research are : 1) Analyzing service quality, customer satisfaction and loyalty of full service airlines company (Garuda Indonesia) in Indonesia, and 2) Testing hypothesis on the influence service quality and customer satisfaction on customer loyalty of full service airlines company in Indonesia. Unit of observation are 160 passengers of ten profitable domestic routes of full service airlines company