Professional Documents
Culture Documents
Consumer Satisfaction and Consumerism (Autosaved)
Consumer Satisfaction and Consumerism (Autosaved)
SATISFACTION AND
CONSUMERISM
CONCEPT OF CUSTOMER SATISFACTION OR
DISSATISFACTION:
Market research will give excellent clues to the firm about what
their existing or prospective customers think.
At the same time they will also provide information on how to rate
one’s competitor. This will indirectly indicate where the firm
stands.
FEEDBACK:
Feedback helps the marketer and firm to get an idea about the
customer’s viewpoint on their products or services.
It has been rightly said ‘Design delivers value’. Good marketers have
always worked towards channelising their customer’s feedback into
their product development in order to establish a link between
product features and customer requirements.
EXAMPLE:
They discovered that he/she would love to watch a video film that
doesn’t have creepy crawly advertisements running across the
bottom.
Today firms are going all out to enhance customer satisfaction and
value and also increase their distribution equity by monitoring and
sustaining the quality of their product till it reaches the
customer’s doorstep. Such firms try to do this by getting closer to
the physical activity of distributing their products.
PLANNING PROMOTIONS TO BENEFIT
THE CONSUMER:
Promotions which deliver value will go a long way in building consumer franchise.
Marketers must work out different promotions to attract various kinds of
customers. This could take the form of:
Make use of ‘more for less’ to attract the buyers who switch brands frequently.
Here the opportunity to bargain will prove to be a source of value for the
customer.
Reward the regular buyers with a lower price during certain months of the year.
The marketer must make efforts to convey these promotional offers which are
meant exclusively for regular users only.
Perceived Quality:
This aspect is associated with consumer’s perception. Products
and services have high quality if they meet the desires and
expectations of consumers.
LEVELS OF CONSUMER
DISSATISFACTION:
FOUR LEVELS OF
CONSUMER
DISSATISFACTION
But this is generally taken for granted if the bus arrives on times
and if they are able to procure seats. So the priority of public
transport management is to avoid or remove inhibition and not the
creation of facilitation.
ATTRIBUTION:
Locus of
Stability
control
Controllability
LOCUS OF CONTROL:
Ex: The scooter repair service may not have been up to the
mark probably because the rider had not explained the exact
problem to the mechanic (internal attribution) or may be
the mechanic had knowingly not carried out the repair work
correctly in spite of knowing what the problem was (external
attribution).
STABILITY:
Better Services
Complaint Handling
Market Research and
helps in:
Development
This act applies to the whole of India except the state of Jammu
and Kashmir .
OBJECTIVES:
The high rate of illiteracy and ignorance among the majority of the
population.
Consumerism is still in its infancy stage and hence not well organised
and developed as much as in the developed countries.
Reasons for growth of consumerism
in India:
Make the business community more honest, efficient, responsive
and responsible.