Received Apr 25; Accepted Sep 2. This article has been cited by other articles in PMC. Abstract Customer satisfaction is the key factor for successful and depends highly on the behaviors of frontline service providers. Customers should be managed as assets, and that customers vary in their needs, preferences, and buying behavior.
Such improvements can strengthen customer confidence and result in commercial and other benefits. This article looks at some of the important aspects on establishing effective processes for monitoring and measuring customer satisfaction. Conceptual model of customer satisfaction We will start our discussion with a conceptual model of customer satisfaction shown in Figure 1 below.
The planned product characterizes the product that the organization intends to deliver.
LIST OF FIGURES American Customer Satisfaction Model (ACSM) 34 Conceptual structure of the study 43 Pie-chart representation of customer satisfaction 50 PREFACE The Global System of Mobile Communications (GSM) is a digital technology with a worldwide acceptance and plays an important role in the socioeconomic development of countries. High levels of customer satisfaction Simplify your digital world with fast and secure tech support. Call toll free +1 NOW! Pcfixcom is a leading provider of online technical support services to consumers and small businesses across a wide range of. Using Education Survey Templates Survey students, teachers, and parents to find out how your school or university is doing How empowered do parents feel to support their child’s learning at home and involvement at school? Help gauge their confidence level with this 7-question survey. Preview Template. Customer Satisfaction Surveys.
In order to do so, the organization should address each of the stages in the conceptual model cycle, i. The organization should also consider that customer satisfaction is related not only to product and delivery characteristics, but also to organizational behaviour characteristics.
Customer expectations and customer satisfaction Customer satisfaction is not simply the satisfaction of the specific elements or aspects of the delivered product, but also the overall satisfaction of the customer.
One should be aware that this is not the sum or average of the individual elements and should therefore be evaluated separately. The customer often specifies certain elements of the product that directly impact satisfaction. However, satisfaction is affected by other characteristics, whose relationship is illustrated in Figure 2 based on Kano model These expectations might be explicit or implicit, or not fully articulated they may be in the sub-conscious mind.
The extent to which the delivered product is perceived by the customer to meet or exceed expectations determines the degree of customer satisfaction. Usually, the organization needs to supplement such information with data obtained directly from customers.
Therefore it is important that the organization makes plans to monitor the processes for obtaining and using customer satisfaction information, as well as how to analyse the results and make effective use of these results. Identifying the customers and their expectations The first step is to identify the customers, both current and potential, whose expectations it intends to determine.
For example, in the consumer goods sector, such individuals might be regular customers, or they might be occasional customers. Next comes determining customer expectations.
As discussed above one should be aware customers might not always explicitly specify all aspects of the product. Identifying and selecting product characteristics The organization should then identify the characteristics of the product quality, dependability, features, aesthetics, safety, etc.
The organization should rank the selected characteristics to reflect their relative importance, as perceived by the customer. If necessary, a survey should be carried out with a sub-set of customers to determine or verify their perception of relative importance of characteristics.
Indirect indicators of customer satisfaction The organization should also consider examining the existing sources of information for data that reflect characteristics related to customer satisfaction.
Such data can provide insight into the strengths and weaknesses of the product and related organization processes e. Direct measures of customer satisfaction Whilst the above sources of information are valuable, it is usually necessary to gather customer satisfaction data directly from customers.
The methods used to gather customer satisfaction data depend on various factors, such as the type, number and geographical or cultural distribution of customers.
The method most commonly used for gathering such data is a survey, which can be either qualitative, or quantitative, or both. Qualitative surveys are those that are typically designed to reveal characteristics of the product, delivery or the organization that are relevant to customer satisfaction.
They are typically undertaken to understand or explore individual perceptions and reactions, and to uncover ideas and issues. Whilst they are relatively flexible in application, they can be subjective.
Quantitative surveys are those that are designed to measure the degree of customer satisfaction. They are typically conducted to collect aggregate data, using fixed questions or criteria.
They are used for determining status, benchmarking, or tracking changes over time. Communicating and validating customer satisfaction information Finally, once the information from the measurement and analysis of customer satisfaction data is gained, the organization should take steps to improve the products, processes or strategies by: If the customer satisfaction measurement trend is not reflected in other business performance indicators, it might point to a limitation or flaw in the customer satisfaction measurement and communication processes.
As seen in the above discussion, customer satisfaction is an abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product to product as the state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviours such as return and recommend rate.
References Berry, Leonard L. Free Press, Bonacorsi, Steven.Use the 4 Levels of Customer Satisfaction to Build Customer Loyalty Business Success customer satisfaction The ability to satisfy your customers to gain customer loyalty is the critical determinant of your success in driving sales and growing your business.
LIST OF FIGURES American Customer Satisfaction Model (ACSM) 34 Conceptual structure of the study 43 Pie-chart representation of customer satisfaction 50 PREFACE The Global System of Mobile Communications (GSM) is a digital technology with a worldwide acceptance and plays an important role in the socioeconomic development of countries.
Sep 15, · Customer satisfaction was significantly related to the customer loyalty of both satisfied and dissatisfied customers, and satisfied customers were affected more by customer satisfaction (β = vs. ). Consequently, regarding customer loyalty, customer satisfaction is more important than image for both satisfied and dissatisfied customers.
Relationship Between Customer Service & Satisfaction: Levels & Examples Businesses can increase their customer satisfaction level by training employees to be professional and respectful when.
High levels of customer satisfaction Simplify your digital world with fast and secure tech support. Call toll free +1 NOW! Pcfixcom is a leading provider of online technical support services to consumers and small businesses across a wide range of.
Charter-school parents report lower levels of satisfaction than parents of children at private schools. Differences in satisfaction levels vary between 14 percentage points and 18 percentage points, depending on the aspect of the school.
Lowest- vs. highest-income groups.