This page was last edited articles on customer retention pdf 26 November 2017, at 17:13. Kano model: how to satisfy customers? Factors of customer satisfaction on services.
Global Academic Society Journal: Social Science Insight, Vol. Today customer satisfaction is widely discussing and analyzing because all organizations want that their customers would be satisfied and fascinated. Numerous theoretical and empirical studies show a positive relationship between customer satisfaction and plenty of factors that influence that. So this paper takes a look how many of scientists describe the concept of customer satisfaction, and which factors this conception contains the most. Finally, other purpose of this paper is to present why customer satisfaction is so important goal for each organization at the present when the competition is strong and everlasting and despite this fact all want to round up more satisfied customers as far as possible. Nowadays customer satisfaction is one of the key goals in both smaller and larger organizations. Companies look for ways to find out customers desires but at the same time want to ensure their satisfaction with services.
Therefore it is very important to clarify not only the most important determinants of customer satisfaction on services but also explore which of them are the most effective. So the main issue of this work is to find out the main conceptions and factors of customer satisfaction on services and its importance for organizations. Organizations did not focus as much time and attention on customer service and the concept of customer satisfaction. Only in the last few years, organizations started to explore more on services and their provision of development and offer to customers. In this case, it was found out that the authors talk about the general perception of customer satisfaction, definitions, generally refers to the concepts and inserts not one but several variables, the factors that help understand why the customer can stay fascinated, satisfied.
Meanwhile, as Hill et al. So this concept can be seen in the fact that customer satisfaction remains the ultimate sentence if the service or the future of its rates of use, content. However, the authors consider that customer satisfaction is in no way be confused with quality of service. First of all, customer satisfaction is a broader concept than service quality. Secondly, the service must be tested to give a final opinion on it.
However, in this case, it is impossible to form a satisfaction or dissatisfaction with hotel services in their own field testing. Third, customer satisfaction is much more subjective and emotion-based phenomenon than the quality of service. But perhaps all of them points out that customer satisfaction might be characterized the best in two ways: satisfaction as a result and satisfaction as the process of services. Therefore every organization must continually monitor if their customers are satisfied.
Good service can offset the higher price or to prevent the further sale. Some customers may buy more expensive services simply because it can buy closer to home, but rather a link to go to another end of town to get a full story, details about the service and friendly service. Of course, there are mistakes, misunderstandings, for example, crashing technique and did not come on time reports, letters, contracts, etc. Also, the authors Hill et al. First of all, regardless the service is used or not at all, or just waiting for the first experience, often a person has formed an opinion about the service. Finally, the scheme and analysis was based on literature but, on the other hand, it helped to form a clear view about what leads to customer satisfaction, what are the key factors of that. However, it is possible to continue the list and add more features because the satisfaction is a subjective thing.
After all some people like one aspect, others need opposite things so everyone has different view, need and expectations. After discussing the concepts of both customer satisfaction and the most important determinants to keep consumers satisfied it is left to find out the importance of customers satisfaction on services. As one of the most frequently mentioned reasons why customer satisfaction is so important for companies on services is a consumer loyalty. After all, the longer company is able to keep the consumer at the same time, it also receives and higher profits. By the way, today communication spread faster and further than ever before, because most companies operate online, target online communities, etc. Thus, the organization is interested in moral and increase staff satisfaction and developing loyalty.