Intro (Mac): Good afternoon everyone, we are here to present our report entitled Customer

Satisfaction. I am Mac Allen C. Vale

(Rizza): I am Rizza Gojar
(Lorielyn): I am Lorielyn Romblon
(Maria): I am Ma. Trecia Espiritu
(Joyce): I am Joyce Ann Hate

Mac: First, let me discuss our objectives for today’s report.

• To understand the concepts and theories of customer satisfaction.
• To illustrate the factors that affect the customer satisfaction.
• To describe the solutions to increase the customer satisfaction.

Mac: INTRODUCTION
It is demanding to acknowledge and satisfy the consumers’ needs, expectations and
habits, and knowing them doesn’t guarantee success on the market, because consumer behavior
isn't rational. Within the market, the customer is the most vital factor. Every business wants to
create money by satisfying its customers. Customer satisfaction and retention are heavily
influenced by after-sales care. It creates long-term clients. Customers begin to believe the brand
and stick with the corporate for extended periods of your time. TQM could be a quality-focused
management technique that involves all members of the business and aspires for long-term
success through customer satisfaction and benefits to all or any members of the organization and
society.
TQM is predicated on the concept that everybody involved within the creation or
consumption of the organization's product or services. TQM takes responsibility for the standard
of the merchandise and processes. To place it differently, TQM uses the participation of
management, employees, suppliers, and even customers to fulfill or exceed customer
expectations. Various understanding of the wants and emotional states related to them results in
an alternating treatment of satisfaction, and to a distinct approach to its measurement.

Mac: Next, Topic Outline

I. Customer Satisfaction
A. Objectives
B. Introduction
 1. Meaning
2. Concepts
3. Theories
C. Topic Outline
D. Discussion
1. Factors
2. Effects
3. Solution
E. Conclusion and recommendation
F. References

Trecia: Let us now proceed on the discussion of the report.

Customers
It's obvious then, that firms, which want to face the competition, must provide valuable and
unique terms to their customers, that will satisfy their needs. This satisfaction includes not only
the emotions associated with the purchasing process but also the atmosphere before and after the
execution of purchases.
Customer Satisfaction
Customer satisfaction is sometimes associated with their gratification. Products or services, that
are a source of satisfaction, provide the desired value to their customers, a minimum of to a
sufficient degree.
Procedure
Know your customers. Gather information to know the customers, attempt to be told what your
customers are buying, why they are buying, and so the frequency of their purchases. When trying
to understand their needs, it should be useful to grasp details like their lifestyle, occupation, and
interests.

Rizza:
Consumer Needs
Necessity may be a possible or actual condition of the absence of something, what's necessary to
remain a private alive and allows him for individual development, gaining and maintaining a
selected position, etc. Needs provide a discomfort associated with the dearth of satisfaction
caused by a shortage of tangible or intangible values during a particular situation.
Perception
Each customer will have a singular perception of what customer service means to them. The
expected level of service varies from the marketplace itself, the industry itself, and to some
extent consumer group.
Customer Satisfaction
Customer satisfaction is about the attributes of the merchandise, the purchasing process, and also
the emotions of the customer. Customer requirements fulfilment and also the perception of
wonderful quality may well be a natural base of satisfaction.
Research results
Keep your clients satisfied to forestall them from churning. Meet their needs and demands, solve
their problems, and nourish them. If the company brings itself closer to clients, it easier fulfils
their needs and desires for a protracted period of it slow. Therefore, an important factor of
building the long-term success of the company is ongoing satisfying client’s needs.

Joyce Ann Hate: Conclusion

We conclude that the customer satisfaction is an overall customer attitude toward a
service provider. Customer satisfaction is also a business development tool and the foundation of
business to success. A customer satisfaction leads to repeat purchase like brand, loyalty and the
positive word of mouth, satisfying customer are most likely share their experience with one to
another. Customer satisfaction is related to purchase loyalty and retention behavior with an effect
on organization profitability.
The purpose of each customer satisfaction is to be a structural equation model for
standard measurements for evaluation base on a set of manifest constructs. Measuring customer
satisfaction must be consistent time to time accurate and reliable it's also needs to undertake
direct action to avoid serious hindrance for their business.
Business are successful by simply doing more of what they are doing now; they need to
do some things differently. This is where business customer satisfaction approach became a
powerful strategic business development tool.

Lorielyn: Recommendation
Customer Satisfaction can be achieved in many ways. Businesses must provide these factors to
pursue success. These are the following:
 Good Services
  Quality of the Products
 Pricing of the Products
 Packaging of the Products
 Marketing
 Appearance of the store

Lorielyn: These are the references or the site we used to make this report. Thank you very much
for listening.