Taking a Look at Customer Satisfaction - 875 Words

Customer satisfaction. According to previous studies, it shows that customer satisfaction is important to company because customer satisfaction will lead to customer loyalty which will result to company profitability (Hallowell, 1996). Customers evaluation of the product and service received will depend on the performance of the company. High evaluation will come as a result of high performance and if performance will be equal or above customer expectation, a customer will be satisfied. Butâ€Å"Any discrepancy leads to disconfirmation, i.e. positive disconfirmation increases or maintains satisfaction and negative disconfirmation creates dissatisfaction† (Tor Bodil, 1998). Satisfaction comes when customer has a belief on the services delivered to they are superior and of higher quality, that they will not be able to get those services from any mobile operators’ services than the same company they are using now.. Because Satisfaction, it will triggers purchase. And repeated purchase and loyal customer will repurchase from the same mobile operators’ services (Gerpott, Rams Schindler, 2000). The satisfaction will come when perceived value exceeds his expectations. Perceived value is the benefits customers got from the services offered by service provider and is compared with the price a customer paid to get the products or services from the company. If the perceived value is below customers’ expectations, customer is not being satisfied with the service delivery and hisShow MoreRelatedPlanning and Measuring Performances1219 Words   |  5 Pagesevaluate the performance at FedEx but three suggested measuring standards are Balance scorecard This is a way of appraising organizational performance taking into account more than one performance perspective; financial, customer, internal processes, and people/innovation/growth. While evaluating these independent areas, management still looks for the most significant performance factor in the organization, which helps them in pursuing the objective defined at the planning stage. Each area hasRead MoreZappos : Delivering Consumer Satisfaction882 Words   |  4 PagesZappos: Delivering Consumer Satisfaction In the year 1999 â€Å"Zappos† an online sales company was formed. A company formed from exhaustion and frustration, yet has stood the test of time. For almost a decade, the company’s structure, its core values, business ethics, style and goals are cutting-edge. Ferrell, O., Fraedrich, J., Ferrell, L. (2013). Explained, â€Å"Providing the absolute best customer service online not just in shoes, but also in any category† (p.478). Zappos believes the company successRead MoreMedtrainer Understanding and Working with Diversity Training1010 Words   |  4 Pagesoften distorted by prejudices. We will look at diversity as a strength, the collective talents of many, and the strength of embracing individual differences. Let’s begin by taking a close look into the mirror. Who are you? How old are you? Where were you born and where are you parents and their parents from? What color is your skin? How much influence does do these factors have in the way you are interacting with others in the workplace? Now take a closer look at where you work. How many peopleRead MorePrinciples Of Total Quality And Health Care Statistics747 Words   |  3 Pagestotal quality: customer focus, continuous improvement, and teamwork. The Three Principles of Quality What are the three principles of quality? The three principles are customer focus, continuous improvement, and teamwork. Customer Focus: The orientation of an organization toward serving its clients needs. 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Moreover, research has proven that customers often have more negative impressions after they go through the service-recovery process(Tax and Brown, 1998). Nonetheless, each companies utilize divergent methods for service recovery in order to please a customer. In an establishment, in this case a restaurant, it is significant for employees to notice when a customer is being dissatisfied, in that wayRead MoreEssay on love1370 Words   |  6 PagesBear Lodge Mini Case Owning and operating a lodge can be a lot of work, but rewarding at the same time. Customers come to a lodge to relax and get away from their daily routine. When staying the night away from home, it is important to the customer that the staff at the lodge makes their stay as comfortable as possible. In this case The Grizzly Bear Lodge will be examined. It will look at the service they provide in addition to their expansion opportunities. 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A high quality coffee was one key component to Starbucks value proposition. Another was service and getting to know your customer. Finally, the last key component was atmosphere. They wanted to create an ambience in their storesRead MoreIntroduction And Background Of Customer Service1450 Words   |  6 PagesINTRODUCTION BACKGROUND OF CUSTOMER SERVICES 1 Customer service: 1 Background: 1 CUSTOMERS` PROBLEMS DEMAND 3 The top customer issues 3 Percentage highly annoyed 3 Customers` Demands 4 CHANGING TREND OF CUSTOMER SERVICE 5 RECOMMENDATION TO IMPROVE CUSTOMER SATISFACTION 6 CONCLUSION 7 REFERENCE: 8 â€Æ' INTRODUCTION BACKGROUND OF CUSTOMER SERVICES Customer service: is a marketing tem that how product or services provide by a company ,it is an act of taking care of customer demand and need by providing