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    Overview of Customer Satisfaction

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    TEJONES, Ky Kiske C.
    This document discusses research related to customer satisfaction and its impact on business strategy. It presents theories and studies that support how marketing and perceived quality influence customer satisfaction. A key point made is that customer satisfaction is valuable for businesses as it secures loyalty and attracts customers. The document also examines a customer satisfaction analysis model that measures mind satisfaction, behavioral satisfaction, visual satisfaction, and calculates a customer satisfaction score. Customer loyalty is also discussed as important for businesses.

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    Overview of Customer Satisfaction

    Uploaded by

    TEJONES, Ky Kiske C.
    12 views2 pages
    This document discusses research related to customer satisfaction and its impact on business strategy. It presents theories and studies that support how marketing and perceived quality influence customer satisfaction. A key point made is that customer satisfaction is valuable for businesses as it secures loyalty and attracts customers. The document also examines a customer satisfaction analysis model that measures mind satisfaction, behavioral satisfaction, visual satisfaction, and calculates a customer satisfaction score. Customer loyalty is also discussed as important for businesses.

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    This document discusses research related to customer satisfaction and its impact on business strategy. It presents theories and studies that support how marketing and perceived quality influence customer satisfaction. A key point made is that customer satisfaction is valuable for businesses as it secures loyalty and attracts customers. The document also examines a customer satisfaction analysis model that measures mind satisfaction, behavioral satisfaction, visual satisfaction, and calculates a customer satisfaction score. Customer loyalty is also discussed as important for businesses.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    12 views2 pages

    Overview of Customer Satisfaction

    Uploaded by

    TEJONES, Ky Kiske C.
    This document discusses research related to customer satisfaction and its impact on business strategy. It presents theories and studies that support how marketing and perceived quality influence customer satisfaction. A key point made is that customer satisfaction is valuable for businesses as it secures loyalty and attracts customers. The document also examines a customer satisfaction analysis model that measures mind satisfaction, behavioral satisfaction, visual satisfaction, and calculates a customer satisfaction score. Customer loyalty is also discussed as important for businesses.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    of 2

    Overview of Customer Satisfaction

    The following statements pertain to research and studies that support our thesis. This chapter aims to
    present the prevailing theories, ideas, sources, articles, and other relevant materials that furnish
    substantial facts and data, thereby reinforcing and substantiating our thesis. Additionally, this chapter
    aims to expound upon current research that complements our study, comparing literary works and
    utilizing insights from both to emphasize relevant aspects of business quality and its impact on customer
    satisfaction.

    Related Studies and Researches to Thesis

    Customer Satisfaction in relation to Business Strategy

    Customer satisfaction is a valuable asset that businesses employ to secure loyalty and attract
    customers. Additionally, it is a quality they actively pursue, as satisfying customers entails effectively
    meeting their needs and desires in a satisfactory and adequate manner. This concept will be further
    elucidated to provide a clearer understanding; ““With marketing, customer satisfaction also comes
    along with it which means it ascertains the expectation of the customer on how the goods and services
    are being facilitated by the companies. Actionable information on how to make customers further
    satisfied is therefore, a crucial outcome” (Oliver 1999.)

    According to Richard L. Oliver, the level of customer satisfaction is shaped by particular


    attributes of a product or service and the perceived quality associated with them. Therefore, marketing
    plays a crucial role in customer satisfaction, as it effectively manages the perception of product quality.
    In order to achieve this, marketing strategies must be carefully devised to advertise products or services
    in a manner that positively influences customer perceptions.

    Due to the vital output of Marketing, being able to navigate through desired and undesired
    influence of expectations customers hold about their products and services is of insurmountable
    importance as it enables entrepreneurs to be more efficient. And thus methods have been formulated
    to be able to quantify these favorable outcomes, an example of such a Customer Satisfaction Analysis
    Model (Adapted from Tao 2014)
    To understand the model we have terms which need to be comprehended to have an overview
    understanding of how Customer Satisfaction Model from Fangfang Tao is measured, such terms will be
    defined as:

    (1). Mind Satisfaction (MS): It is the extent of the customer's satisfaction for corporations' idea
    providing the product or service

    (2). Behavioral Satisfaction (BS): It that the degree of customer's satisfaction for behavioral
    mechanisms or the rules of conduct and behavior patterns which provides products or services
    to business

    (3). Visual Satisfaction (VS): It means the customer requirements for a variety of corporate
    image in the visual and the hearing was feeling about satisfaction.

    (4). Customer Satisfaction Score (CSAT Score): Measures customer satisfaction with a business,
    purchase, or interaction. It’s one of the most straightforward ways to measure customer
    satisfaction, and it's obtained by asking a simple question, such as 'How satisfied were you with
    your experience?' To answer, there's a corresponding survey scale, which can be 1 – 3, 1 – 5, or
    1 – 10.

    (5). CSAT formula: A simple method commonly used to measure customer satisfaction is to
    calculate customer satisfaction rate. Customer satisfaction is a percentage share of satisfied
    customers in all certain number of customers, namely: T = S / C * 100%. T is the customer
    satisfaction rate; C means target customers; S is the number of customers expressing
    satisfaction in the target customer groups

    Customer Loyalty and its Measure to Business quality

    All businesses relies on their consumers to buy their products and services

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