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CUSTOMER SATISFACTION
Customer satisfaction is defined as:
Explanation
Customers are the special particulars of the company that can be defined as
above mentioned. The companies are anly rely on the product quality and
the service functions. Customer is also looking for the good quality products
so that the company reaches to the expectations of the customer and the
customer is satisfied. Different customers make different satisfaction about
the same product so the company can figure out it by segmentation.
Although satisfying consumer is the basic need of the companies.
CUSTOMER DELIGHT
Customer delight can be defined as:
Explanation
Customer delight is a key to success. Customer delight refers to if the
company reaches beyond the expectations of the customer and the
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Customer delight and satisfaction were not the same because delight to take
pleasure in which satisfaction means how we agree the person that will
purchase the product or not. So the both gives different meanings.
According to Kano (1993), the product feature which customer satisfied and
dissatisfied must in the same way as namely, producta feature, delivery and
must be available.
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The company has the keen customers to its product and has quality products
and the loyalty and also the fulfilment of the expectations so the
management can play the role of keeping it maintained in the market, the
image of the company.
If the company does not have the ability to keep away its customers from
the competitors so the customers can be moved to. The other company can
make more customers just by applying the same clauses to its management
so then to the customers.
So the companies can have better edge on their environment. The only thing
to be focused is the management of the company.
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CONCLUSION
Customer can satisfy by the company’s regular offerings but can be satisfy
by its fulfilment of the expectations. The company has to rely on the
different perceptual behaviors of the customers on different scale.
There are two ways that can help and import to delighting one is to raise the
cusumer expectations and second is to appreciate the cunsumer
expectations. The customer is loyal to the product and to the purchase
consumption, cost designing and cost banefit. Customer satisfaction is no
longer contitutes for the factor of success, it has been replaced by cutomer
delight.
REFFERENCES
[1] Nisar, A. (2009)
ARTICLES SOURCE:
BOOK SOURCE:
INTERNET SOURCE:
○ www.gurusoftware.com
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/gurunet/Business/Topics/Delight.htm
CONSUMER BEHAVIOR