Role Of Service Quality And Relational Benefits On Customer Satisfaction Essay

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.

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,

Scholars have questioned the effectiveness of several customer relationship management strategies. Customer relationship perceptions are considered evaluations of relationship strength and a supplier’s offerings, and customer share development is the change in customer share between two periods. The results show that affective commitment and loyalty programs that provide economic incentives positively affect both customer

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.

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

Similarly, Molinari, Abratt, and Dion (2008) assert that there is a direct and strong link between customer satisfaction and customer loyalty behavior. If the customers enjoy the product or service, they will not be bothered to become loyal to the company. In other words, high levels of satisfaction commonly occur when the customer is delighted or happy with either the products or services provided by a business supplier. As Caceres and Paparoidamis (2005) state, customer satisfaction levels are determined and influenced by many elements. For example, it is commonly admitted that the customers will naturally repeatedly return to the company when things are done right, or in other words, business service companies successfully meet the customer’s expectation (Gil-Saura, et. al., 2009). Furthermore, increases in satisfaction could result to increase customer loyalty. A business enterprise, which could address the elements moderating the level of satisfaction of customers, probably would reach the higher level of loyalty. In other words, customer satisfaction is likely to improve customer loyalty in general.

Researcher’s trust that the service quality theory depends on the literature of client satisfaction and product quality. In other words, service quality can be defined as the customer’s overall journey of experience with the product, which can be measured by customer satisfaction while experiencing the service.

In order to operate a successful and profitable business, certain strategies must be put in place. One very important strategy is customer relationship management. To ensure that every customer has the opportunity to receive exceptional customer service and the ability to become a loyal customer, an organization must follow these steps. First, the organization must evaluate their current customer service strategies and organizational goals. This will help decipher strengths and weaknesses of the organization. Once the organization’s weaknesses are determined, action must be taken immediately. The weaknesses should act as opportunities, while the strengths can be used as something to capitalize off of. If an organization lacks a loyalty program, their next step would be to design one that correlates with their business model and organization goals. Once an organization redesigns their customer service strategies and customer loyalty programs, they will need to accurately apply metrics to successfully measure the value of the changes being made.

(ALBERT CARUANA) (2000) examined customer loyalty plays a mediating role in the result or service excellence on service loyalty among sell banking customers in Msida, Malta. Effects of a number of demographic indicators on services loyalty were as well reported. (AHMAD & SANA-UL-ALLAH) (2011) completed that trouble-free accessibility of unused parts, easy accessibility of technicians, parts alternate, warranties and customization services have positive important impact on consumer business behavior , also economical extra parts, well-matched spare parts and services centers have unimportant impact on consumer buying behavior of vehicle consumers in Pakistan. Manufactures and importers of automobiles need to ensure trouble-free accessibility of unused parts and technicalities, parts replacements. Warranties and customization on influence customer buying intensions. Helpful relationship exists among customer satisfaction, honesty and customer loyalty. Long time

Customer Satisfaction and Loyalty has become, throughout years, not only an important marketing tool but also an integrated part of a company structure. Competition has become fierce and competitors in a market are trying constantly to prove that their products and services are better than others. Therefore, being able to satisfy and retain customers will definitely create a competitive edge over competitors but will also reduce cost while creating long term relationship with customers.

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.

CK Products is a manufacturer and distributor of cake, pastry and candy products, accessories and tools based in the United States. The company currently sells to a variety of domestic and international markets to varying degrees. Puerto Rico is the current single largest global import market for confectionery products and accessories; accounting for 20% of total sales in 2014 for CK Products (Major, 2016). The value chain in its current form provides little quality control to CK Products for goods shipped and sold in Puerto Rico. This paper will explore the challenges and opportunities of CK Products opening a manufacturing and distribution facility in Puerto Rico in order to maximize customer satisfaction, quality control, and revenue.

Customer perception on CRM. Customer relationship management (CRM) is a combination of people, processes and technology that seeks to understand a company’s customers, so customer satisfaction is a key measure of the success of CRM. A research studied the impact of Customer Relationship Management (CRM) practices on customer’s satisfaction, analyzed variables such as reliability, responsiveness, assurance, empathy and customer relations, and found the perception of customer’s regarding CRM is based on a multifaceted set of variables, and it represents value judgments about outcome, impacts, and results of what organizations do or offers (Al Dalayeen, 2017).

2. Different factors of customer satisfaction; perceived service quality, perceived value, corporate image are correlated with customer loyalty in the mobile phone market of Thailand.

What is the relationship between Dimensions of Service Quality and Customer Satisfaction in regards to The Langham Hotel, Auckland?