Customer satisfaction and awareness of Apple laptop In our project we are aiming to measure customer satisfaction and awareness of Apple note-book. Through the readings we found out this satisfaction arise from many factors, most of firms are not just aiming to have a satisfied customers but also to keep them satisfied and takes them to the next level which is loyalty, then we will look at how to measure this satisfaction. Customer satisfaction is one of the most important issues for any business, if customers are satisfied they are more likely to purchase more and even recommend the company and its products to others. Customer satisfaction could arise from either the quality of product, quality of service, engagement of customer, price factors & meeting or exceeding expectations in product or service. The level of customer satisfaction mainly determined by the quality of product and the service provided. Most important contributors to customer satisfaction are 1) product, its features, functions, reliability 2) customer support, and 3) sales activity. Therefore, a good customer satisfaction program should focus on building must-be quality and attractive quality in product and provide excellent customer service quality which involve technical and human behavioral aspect. In today's high competition market companies are trying to have a safe position among competitors through the quality of the company which will affect the customer satisfaction. One of the main drivers behind the Swedish Customer Satisfaction Barometer (SCSB) and more recently the American Customer Satisfaction Index (ACSI), Fornell is well positioned to offer interpretation about the importance of customer satisfaction. The simplicity of the ... ... middle of paper ... ...00), "Consumer Centricity," InformationWeek, (April 10), (accessed March 15, 2005), [available at http://www.informationweek.com/781/prahalad.htm] Fornell, Claes (1992), "A National Customer Satisfaction Barometer: The Swedish Experience," Journal of Marketing, 56 (January), 6-22. Reinartz, Werner, Manfred Krafft, and Wayne D. Hoyer (2004), "The Customer Relationship Management Process: Its Measurement and Impact on Performance," Journal of Marketing Research, 41 (August), 293-305. Goldsmith, M, Freas, A, & Morgan, H. (1997). Increasing customer satisfaction. (3), Retrieved from http://web.ebscohost.com/ehost/pdf?vid=2&hid=4&sid=073d80e1-67b4-4f3f-b2c6-58a4182cecea%40sessionmgr12 SMART (2001) ‘Customer satisfaction measurement’, www.s-m-a-r-t.com/exp_csm.htm Chisnall, P. (2001) ‘Marketing research’, Sixth edition, McGraw-Hill, Maidenhead
For the organization, the vision is to increase satisfaction of customers. By offering products with better quality, providing quick services, providing a wider variety of products in the product portfolio along with being hospitable and friendly to customers, satisfaction of customers will be increased. Furthermore, the objective of the company
Miller, B. W. ( 1992). It’s a kind of magic. Managing Service Quality, 2(4) 191-193
Soman,D & Marand, S (2009). Managing Customer Value: One Stage at a Time.: World Scientific Publishing. p9-14.
Zeithaml, V., Parasuraman, A., & Berry, L. (1990). Delivering quality service: balancing customer perceptions and expectations. New York, New York: Simon and Schuster.
Close to the Customer: Customer satisfaction is very important throughout all the roles that the business plays. Many companies forget about their customers, whereas successful companies have an obsession with their customers. Excellent product quality and reliability will make a satisfied customer. Great service will keep the customer coming back.
Williams, P. & Naumann, E. 2011, "Customer satisfaction and business performance: a firm-level analysis", The Journal of Services Marketing, vol. 25, no. 1, pp. 20-32.
Many scholars believe that customer satisfaction has a crucial role in the success of a business, and is pivotal in increasing the overall profitability of the business (Kotier, 1991). Customer value is gained through the experience they receive from the goods or purchases they have obtained from a certain business. Customer value has various definitions and concepts, Holbrook (1999) stated that it is a kind of “interactive, mutual, and preferred experience”; but simply said, “the term customer value has many meanings.”
Customer satisfaction is a key ingredient to the success of any business.It is the most important factor that creates repeated customers. Some people know it but do not realize its importance. If a customer of yours is satisfied with one of your products or services, chances are this customer will purchase more of your products or services, which will increase your revenue. Therefore, in order to have your new or existing customers buy more from you, you will have to follow techniques that work. Customer satisfaction takes a very important place in Marketing. As much as you think that your marketing strategies should help you generate sales, think about how the same marketing strategies could help you achieve Customer satisfaction. There are a lot of elements involved with Customer satisfaction.
Richards, K., & Jones, E. (2008). Customer relationship management: finding value drivers. Industrial Marketing Management, 37, 120-130.
Customer satisfaction is the overriding factor for the successful operation. Sales of the supermarket can grow when it makes its customers satisfied with the goods or services by best policy to fit customers’ requirement. So, it can be told that customer satisfaction is followed by customer revisiting or repurchasing. They can also tell their acquaintances about products or services as good. Customer satisfaction and sales might be linked directly, companies have to check the factors periodically such as quality, schedule, layout, inventory and so on to lift customer satisfaction because even small factors that employees didn’t recognize can affect consumer satisfaction enormously.
With the dilemma stated, the management question would be how do we increase customer satisfaction? Research questions, which are the objective of the research study, would include – what can management do to improve customer satisfaction, how is employee attitude and motivation connected to customer satisfaction, should we add employee incentives to reward increased customer service ratings, and should we modify hiring and training procedures?
Customer relationship management is a cross-functional process to achieve a continuing dialogue with customers, across all their contact and access point, with personalized treatment of the most valuable customers and to ensure customer retention and the effectiveness of marketing initiatives. It is also provide the chance for customers to interact with the brand.
It's very well known that a companies success is not only dependant on the possession of a good product or service, but the key aspect to a successful business is excellent customer service. As the market grows, now more then ever companies are emerging, they are offering very similar types of products and services. Successful customer service can be a way a business becomes original and unique, it can be the key to attracting and maintaining loyal customers. Good customer service can start-up a business while bad customer service can harm a company. An average customer that experiences an issue will complaint to 9-10 people about the problem. A customer that received support to their problem and a potential solution will tell at least five
Wasserman, Michael. 15 Techniques When Dealing With Customers. My Success Company. 25 January 2005. .
It’s subjective opinion or psychology of customers. Satisfaction is often confused with loyalty. The range of customer’s emotion is shown with surprise, contentment, happy, unhappy or relief. The entire gap between perceived quality and expected quality is influenced customer satisfaction. Customer loyalty is always is frequency buying action.