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Sales Promotions Hyundai Arun

Sales Promotions Hyundai Arun

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Published by Narender Reddy

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Published by: Narender Reddy on Mar 15, 2011
Copyright:Attribution Non-commercial


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Customer satisfaction, a
, is a measure of how products andservices supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four perspectives of a
.In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of  business strategy
Measuring customer satisfaction
Organizations are increasingly interested in retaining existing customers whiletargeting non-customers, measuring customer satisfaction provides an indication of howsuccessful the organization is at providing products and/or services to the marketplace.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 asreturn and recommend rate. The level of satisfaction can also vary depending on other options the customer may have and other products against which the customer cancompare the organization's products.1
 Sri Kalahastiswara Institute Of Information & Management Sciences
is basically a psychological state, care should be taken inthe effort of quantitative measurement, although a large quantity of research in this areahas recently been developed. Work done by Berry, Brodeur between 1990 and 1998defined ten 'Quality Values' which influence satisfaction behavior, further expanded byBerry 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 Service Behaviors, Commitmentto the Customer and Innovation. These factors are emphasized for continuousimprovement and organizational change measurement and are most often utilized todevelop the architecture for satisfaction measurement as an integrated model. Work done by Parasuraman, Zeithaml and Berry 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 is objective and quantitativein nature. Work done by Cronin and Taylor propose the "confirmation/disconfirmation"theory of combining the "gap" described by Parasuraman, Zeithaml and Berry as twodifferent measures (perception and expectation of performance) into a singlemeasurement of performance according to expectation. According to Garbrand, customer satisfaction equals perception of performance divided by expectation of performance.The usual measures of customer satisfaction involve a
 with a set of statements using a
or scale. The customer is asked to evaluate eachstatement and in term of their perception and expectation of the performance of theorganization being measured.2
 Sri Kalahastiswara Institute Of Information & Management Sciences
Definition:Customer satisfaction
The degree to which there is match between the
s of the
and the actual performance of the 
.The broad definition of services implies that intangibility is a key determinant of whether an offering is a service. While this is true, it is also true that very few productsare purely intangible or totally tangible. Instead, services tend to be more intangible thanmanufactured products, and manufactured products tend to be more tangible thanservices. For example, the fast-food industry while classified as a service, also has manytangible components such as the food" the packaging, and so on. Automobiles, whileclassified within the manufacturing sector, also supply many intangibles, such astransportation. Throughout this text, when we refer to services we will be assuming the broad definition of services and acknowledging that there are very few "pure services,, or "pure goods." The issues and approaches we discuss are directed toward those offeringsthat lie on the right side, the intangible side, of the spectrum.As suggested earlier, intangibles arc not produced only in the service sector of theeconomy. Manufacturers such as Boeing Airplane Company and Ford Motor Companyalso produce products on the right end of the spectrum, both for sale to externalconsumers and to support internal production processes. For example, Boeing has provided consulting services and demand forecasting services for its airline customers.And within Boeing large departments (such as data processing and legal services) provide3
 Sri Kalahastiswara Institute Of Information & Management Sciences

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