Essay about Service Recovery

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.

Today’s world competition is very strong in every kind of businesses. Every organisations must provide high quality products or services in order to survive, however their competitors also providing the same or comparable products or services. An important way to an organisation to get an edge over its competitors is to provide extra service to satisfy and delight their customers, which can retain them and also gain new customers. Therefore the achievement of customer satisfaction must be a major objective in all organisations.

Today's world competition is very strong in every kind of businesses. Every organisations must provide high quality products or services in order to survive, however their competitors also providing the same or comparable products or services. An important way to an organisation to get an edge over its competitors is to provide extra service to satisfy and delight their customers, which can retain them and also gain new customers. Therefore the achievement of customer satisfaction must be a major objective in all organisations.

Khristianto, Kertahadi and Suyadi (2012) emphasized that customer satisfaction can be achieved if the final deliverable especially experience meets or surpasses customer’s expectations. In this context, customer satisfaction is regarded as a result of comparison between the consumption expectation and experience.

This chapter discusses literature review of theories and models and conceptual framework which is evidence of the study variables - Quality of service and customer satisfaction. The definition of Service, quality, customer satisfaction, the concept of quality of service, and the relationship between service quality and customer satisfaction is briefly discussed.

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

Customer satisfaction is imperative in management as it helps retain a good relationship with the customer so they will continue

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

When an organization offers better products and services the customer satisfaction would be great with fewer customer complaints. A higher level of customer satisfaction may also lead to increased market share. Customer satisfaction is the organization number one priority which means meeting consumer expectations with continuous customer centered efforts, is one of the most important bases of

The core of an organization is the customers. If a business does not have customers, they will not have any revenue, profit or market value. Therefore, many companies have enhanced their customer service departments and also use surveys and questionnaires to help them measure their performance. Companies are mindful that customer delight is a substantial driver for their long-term success. This involves companies being conscious of the fact that their ability to answer customer’s needs

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.

Zeithaml and Bitner (2000) defined customer satisfaction as the "customers' evaluation of a product or service in terms of whether that product or service has met their needs and expectations". Therefore, satisfaction is a consumer's post-purchase evaluation and affective response to the overall product or service experience. In other words, what consumer perceives after a product or service consumption determines his/her satisfaction. Many researches have concluded that satisfaction can determine the customer loyalty. Customer loyalty defined as "a deeply held commitment to re-buy or re-use a preferred product/service consistently in the future, thereby causing repetitive same-brand or same brand-set purchasing, despite situational influences and marketing efforts have the potential to cause switching behavior. The satisfaction/dissatisfaction occurring through a matching or mismatching of expectations and perceived performance leads to loyalty behaviour.

Service recovery is now recognized as a significant determinant of customer satisfaction and loyalty. As a result, stabilizing the endangered relationship with dissatisfied customers by using the effective service recovery strategies and procedures became the main focus of much customer retention to improve the competitive advantage of the hospitality organizations.

The customer satisfaction is not only influenced by service quality perceptions but also by personal preferences, situational factors and price (Aldridg & Rowley, 1998; Patterson &

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