Literature review on customer satisfaction

There is also an expectation that people who have contributed to such processes will receive information on the broader outcomes from their feedback and ideas. Other employees have also been trained in social psychology and the social sciences to help bolster strong customer relationships.

There are fewer figure propositions in business-to-business, but in some cases, they cost a lot more than business-to-consumer items and relationships in business-to-business environment are built over a longer period of time.

The paper provides a starting point for social service organisations in developing more rigorous customer satisfaction processes and will be augmented by the development of tools that can be used to assist in the measurement of customer satisfaction.

Recently there has been a growing interest in predicting customer satisfaction using big data and machine learning methods with behavioral and demographic features as predictors to take targeted preventive actions aimed at avoiding churn, complaints and dissatisfaction [27] [28].

On the other hand, a company's skill to perform multichannel integration successfully, is heavily dependent on the organization's ability getting together customer information from all channels and incorporate it with other related information.

This also saves time on behalf of the employees. This will include consultation with customers to better understand how customer satisfaction measurement processes can be engaged in the development of customer satisfaction processes.

Macro-models give the researcher the strategic context of the design and of the results for a study of customer satisfaction.

It can be used for networking or contact management as well to help increase sales based on location.

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Studies show that customer satisfaction may have direct and indirect impact on business results. Hedonic benefits are associated with the sensory and experiential attributes of the product. Improve customization of marketing: It is considered that customers judge products on a limited set of norms and attributes.

This pool of research includes models that integrate the concept of customer satisfaction in a network of related concepts, such as value, quality, complaining behavior, and loyalty.

Macro-models give the researcher the strategic context of the design and of the results for a study of customer satisfaction. The paper also discusses how customer satisfaction is measured by analysing the literature on key drivers or determinants of satisfaction.

At a broader policy level, contestability and a move to self-directed and in some cases, self-managed funding means the people who use services may be doing so under market or market-like conditions.

According to these findings, customer satisfaction increases customer loyalty, influences repurchase intentions and leads to positive word-of-mouth. The majority of studies have investigated the relationship with customer behaviour patterns Dimitriades, ; Olorunniwo et al. These customers also share their own opinions and experiences with a company's products and services, giving these firms more insight.

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Customer satisfaction literature review

Customers' situations and needs can be understood by the firms focusing on customer needs and requirements. Perceived disconfirmation is the evaluation of perceived performance according to one or more comparison standards. Some customers view themselves as friends of the brands, while others as enemies, and some are mixed with a love-hate relationship with the brand.

Utilitarian benefits of a product are associated with the more instrumental and functional attributes of the product Batra and Athola For B2B customer satisfaction surveys, where there is a small customer base, a high response rate to the survey is desirable.

Power and Associates provides another measure of customer satisfaction, known for its top-box approach and automotive industry rankings. It argues that the drivers or determinants of satisfaction will differ in different service contexts and discusses the importance of including service customers in the design of customer satisfaction surveys.

The paper begins by outlining a brief definition of customer satisfaction measurement drawing on the extant literature. In general, customers would have some questions, concerns or requests.

It can be, and often is, measured along various dimensions. Get Full Essay Get access to this section to get all help you need with your essay and educational issues.

For example, call center software, which helps to connect a customer to the manager or person who can best assist them with their existing problem, is one of the CRM abilities that can be implemented to increase efficiency.

The theory was developed by Oliver, who proposed that satisfaction level is a result of the difference between expected and perceived performance. They may have enjoyed the company's bright orange color, messiness and shape.

Customer satisfaction (CS) has attracted serious research attention in the recent past. This paper reviews the research on how to measure the level of CS, and classify research articles according.

This paper reviews the existing literature on customer satisfaction measurement and provides the theoretical background for the development of a number of tools to help the community services industry in Queensland measure customer satisfaction.

Literature Review Since we are proposing a method for analyzing the dependence of overall satisfaction with a product or service on specific aspects of customer satisfaction, our review of the relevant literature will begin with a brief discussion of the extant literature on customer satisfaction.

How to Write a Literature Review on Customer Satisfaction

Literature Review on Customer Satisfaction Dr. Ankur Saxena (Technocrats Institute of Technology - MBA, Bhopal, India) 1. Introduction: Customer satisfaction is an ambiguous, abstract and confusing concept.

Customer satisfaction refers to. Our experts will assist you on the review of literature on customer satisfaction.5/5. A Literature Review on Customer Satisfaction Introduction Both public and private sectors have given much attention to the concept customer satisfaction in the past couple of decades.

Literature review on customer satisfaction
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