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  • Customer Satisfactionch 4

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    Prakash Ganesan
    12 views5 pages
    Satisfaction is a judgment that a product or service feature or the product or service itself provides a pleasurable level of consumption related fulfillment. What determines Customer Satisfaction and Service Features Consumer emotions Attributions for service success and failure Perception of equity and fairness Other customers family members and co workers product Service Quality Dimensions Reliability Responsiveness Assurance Empathy Tangibles HofstedePs Cultural Dimensions distance Individualism vs Collectivism Masculinity Uncertainty Avoidance

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    CustomerSatisfactionch4

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    Satisfaction is a judgment that a product or service feature or the product or service itself provides a pleasurable level of consumption related fulfillment. What determines Customer Satisfaction and Service Features Consumer emotions Attributions for service success and failure Perception of equity and fairness Other customers family members and co workers product Service Quality Dimensions Reliability Responsiveness Assurance Empathy Tangibles HofstedePs Cultural Dimensions distance Individualism vs Collectivism Masculinity Uncertainty Avoidance

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPT, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    12 views5 pages

    Customer Satisfactionch 4

    Uploaded by

    Prakash Ganesan
    Satisfaction is a judgment that a product or service feature or the product or service itself provides a pleasurable level of consumption related fulfillment. What determines Customer Satisfaction and Service Features Consumer emotions Attributions for service success and failure Perception of equity and fairness Other customers family members and co workers product Service Quality Dimensions Reliability Responsiveness Assurance Empathy Tangibles HofstedePs Cultural Dimensions distance Individualism vs Collectivism Masculinity Uncertainty Avoidance

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPT, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 5

    Customer Satisfaction

     Satisfaction

    is the customers fulfillment response . It is a judgment that a product or service feature or the product or service itself provides a pleasurable level of consumption related fulfillment

    What determines customer satisfaction


    and Service Features  Consumer emotions  Attributions for service success and failure  Perception of equity and fairness  Other customers family members and co workers
     Product

    Service Quality Dimensions


     Reliability  Responsiveness  Assurance  Empathy  Tangibles

    Hofstedes Cultural Dimensions


    distance  Individualism vs Collectivism  Masculinity  Uncertainty Avoidance  Long term orientation
     Power

    Moment of truth

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