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Customer Satisfaction

Customer Satisfaction

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Published by rubbal

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Published by: rubbal on Jan 25, 2010
Copyright:Attribution Non-commercial


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The one industry throughout the world unaffected by the generaldepression of trade is the beauty industry. This beauty industry haswitnessed an enormous change with respect to product development, buying decision & marketing Strategies. Every Company is trying tomeet the competition in today’s Competitive world.In this report an attempt has been made to discuss the Customer Satisfaction in different brands in the beauty industry. The marketingreport involved personal Contract & discussion with the Sample set of respondent in form of the representatives from relating Shops &Customers.Their views were generated in order to have an idea of their beliefs, preference & satisfaction with the beauty brands (Ponds, Lakme,Revlon).RUBBAL
Customer satisfaction
Customer satisfaction
, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seenas a key performance indicator within business and is part of the four perspectivesof aBalanced Scorecard.In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a keyelement of business strategy.There is a substantial body of empirical literature that establishes the benefits of customer satisfaction for firms.
Measuring customer satisfaction
Organizations are increasingly interested in retaining existing customers whiletargeting non-customers; measuring customer satisfaction provides an indicationof how successful the organization is at providing products and/or services to themarketplace.Customer satisfaction is an ambiguous and abstract concept and the actualmanifestation 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 psychological and physical variables which correlate with satisfaction behaviors such as return and recommend rate. The level of satisfaction can alsovary depending on other options the customer may have and other productsagainst which the customer can compare the organization's products.Because are basically a psychological state, care should be taken in the effort of quantitative measurement, although a large quantity of research in this area hasrecently been developed. Work done by Bart Allen and Brodeur between 1990
and 1998 defined ten 'Quality Values' which influence satisfaction behavior,further expanded by Berry in 2002 and known as the ten domains of satisfaction.These ten domains of satisfaction include: Quality, Value, Timeliness, Efficiency,Ease of Access, Environment, Inter-departmental Teamwork, Front line ServiceBehaviors, Commitment to the Customer and Innovation. These factors areemphasized for continuous improvement and organizational change measurementand are most often utilized to develop the architecture for satisfactionmeasurement as an integrated model. Work done by Parasuraman, Zeithaml andBerry (Leonard L) between 1985 and 1988 provides the basis for themeasurement of customer satisfaction with a service by using the gap between thecustomer's expectation of performance and their perceived experience of  performance. This provides the measurer with a satisfaction "gap" which isobjective and quantitative in nature. Work done by Cronin and Taylor propose the"confirmation/disconfirmation" theory of combining the "gap" described byParasuraman, Zeithaml and Berry as two different measures (perception andexpectation of performance) into a single measurement of performance accordingto expectation. According to Garbrand, customer satisfaction equals perception of  performance divided by expectation of performance.The usual measures of customer satisfaction involve a surveywith a set of  statements using aLikert Techniqueor scale. The customer is asked to evaluateeach statement and in term of their perception and expectation of performance of the organization being measured.

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