Customer Satisfaction in Nepal

According to Philip Kotler consumer satisfaction is defined on, “personal feeling of pleasure
resulting from comparing a product’s pursued performance in relation to his or her expectations”.
Consumer attitude measurements are taken on either potential buries orexisting client’s buries in
order to identify their characteristics. Consumer’s survey can provide the researcher with a
wealth of information, valuable of themarketing function.

Customer satisfaction is one of the main objectives of any organization. Every organization tries
to know how satisfied their customers from their products. In general satisfaction is a person’s
feelings of pleasure or disappointment resulting from comparing a products perceived
performance in relation to his or her expectations. If the performance is below expectations, the
customer is dissatisfied. If the performance matches the expectations, the customer is satisfied. If
the performance exceeds expectations, the customer is highly satisfied.

Many companies aim for high satisfaction because customers who are just satisfied still find it
easy to switch when a better offer comes along. Those who are highly satisfied are much less
ready to switch. High satisfaction or delight creates an emotional bond with the brand, not just a
rational preference. The result is high customer loyalty.