Customer Satisfaction
This concept discusses the notion of customer satisfaction and provides a critical examination of the strengths and pitfalls of organisational practice. The concept also suggests how to increase customer satisfaction by offering a step-by-step guide.
Technique Overview
Customer Satisfaction Definition
Customer satisfaction is a term used to describe a scenario when an exchange meets the needs and expectations of its user. It captures the provision of goods or services that fulfil the customer’s expectations in terms of quality and service in relation to the price paid. Customer satisfaction, as a business term, can also be used to measure how the supply of products or services surpasses customer expectations.
Customer Satisfaction Description *
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Business Evidence
Strengths, weaknesses and examples of Customer Satisfaction *
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Business Application
Implementation, success factors and measures of Customer Satisfaction *
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Professional Tools
Customer Satisfaction videos and downloads *
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Further Reading
Customer Satisfaction web and print resources *
Customer Satisfaction references (4 of up to 20) *
- Anderson, E.W. and Sullivan, M.W. (1993) The Antecedents and Consequences of Customer Satisfaction for Firms. Marketing Science, Vol. 12(2), pp. 125-143.
- Berry, L.L. (1999) Discovering the Soul of Service: The Nine Drivers of Sustainable Business Success. The Free Press, New York.
- Biswas, P.K. (2007) Customer Satisfaction of ATM Service: A Case Study of HSBC ATM. Dhaka University Journal of Marketing, The Social Science Research Network. Available at: http://papers. ssrn.com/sol3/papers.cfm?abstract_id=990242
- Churchill, G.A. and Surprenant, C. Jr. (1982) An Investigation into the Determinants of Customer Satisfaction. Journal of Marketing Research, Vol. 19(4), pp. 491-504.
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