Customer Satisfaction and Awareness of Apple Laptop

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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

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