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Theory of customer satisfaction
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Recommended: Theory of customer satisfaction
Kano’s model divided the quality of products into three parts.
1. Dissatisfies, this characteristics of quality that customers expect which they can either inform or not inform. However, if this characteristic is missing, customers will become dissatisfied immediately. For example, the quality of the product, wallet should have nice seam with no defect on the leather or TV should have correct manual and all buttons are able to use. All these things are very important to customers. By the way, the operator can check their customers’ complaint through the customer service center or dealers because if the products cannot meet customers’ need, they will complaint immediately.
2. Satisfies, this is the characteristic of quality that customers prefer to have in the product. The more of this characteristic in the products, the more customers’ satisfaction will be toward the product. For example, the faster speed of computers, Microsoft Office that easier to use, more memory capacity of mobile phone or quicker customer service. After customers satisfy in any products, they will then consider other aspects later such as lower price on the similar product and so on.
3. Delighter, this quality characteristic will allow customers surprise or exceed their expectation because customers do not have any expectation at the beginning. By the way, if the product lack of this characteristic, it does not affect any negative feeling on customers. In business perspective, this characteristic is an important variable that making a difference to the product. For example, reading light at the rear car seat, cup holder in a car or even rapidly changing product such as mobile phones. Customers can be delighted from multi-language smartphone which can play music, can take a photo, can use as organizer as well as support operation system and applications. All these features add lots of value to the products. However, in the future the competitors may develop products that will make these special features become customer standard expectation immediately such as nowadays mobile phone that taking photo and play music become standard feature or standard expectation.
Kano’s model that can divided into three parts which are Dissatisfies, which is a part of product that must not missing, Satisfies, which is a part that need to develop more and more to impress customers, and Delighter, a part that will surprise customers which the designers and developers have to work on to create the outstanding features of the products towards customers which will of course can increase sales and customers.
For this assignment, I have decided to focus on what makes a good quality
...e time frame, it would have (1) caused huge damage to German strategic posture, (2) required major German force redeployments away from the Eastern Front, and (3) enabled a more rapid British and American occupation of Germany, leading to more advantageous German surrender conditions and negotiations with the Soviets. The result would have been a different post-war geopolitical framework aligned more positively towards the U.S. and Britain.
...t the U.S would continue there fight with Japan and not focus on the Germans, but what Hitler didn’t know was that The U.S would join forces with the Russians and the British. When they did this they helped the Russians beat Germany and gain back control of The USSR (“BBC History”).
...e company’s competitiveness. Satisfied customers can help a business gain more customers through word of mouth. Ensuring excellent and consistent service and products will help the business perform better. Tim’s must embrace technology in its human resource management, bookkeeping, as well as its Marketing activities. This will improve efficiency, and reduce man hours considerably. Tim should consider investing more money into the business to allow him expand on product offering, which will help attract new customers.
In World War II their were a lot of battles. There were a lot of city’s bombed. How would you feel if you were in World War II ? I would be running from the Japanese and the Natiz . Also I would probably die or hide in a road gutter . The question is what would you do if you were in World War II ?
Around 1939 to 1942, the axis powers had a very dominant lead in World War 2. It almost seemed like there would be absolutely no chance of stopping them. As it’s been said, sometimes people with the highest power can make forgetful mistakes that can cost them their seat. But the amazing thing is both Japan and Germany were at their highest point in power by 1942. In just a matter of 3 years, all is lost. So the only main question that still stands: what exactly happened?
During the early stages of the war, most of Germany’s victories were because of the success of blitzkrieg, or lightening war. Blitzkrieg tactics emphasised mobility and the concentrated use of armour and air power to overwhelm an enemy. Blitzkrieg was especially successful in flat, open countryside and was supremely suited for the Polish campaign in 1939. It was with blitzkrieg, as well as Germany’s superior tactics, effective use of armour, airpower and modern equipment, plus with the support of the USSR that the Germans used to overwhelm Poland in only 5 weeks. Two days after the German troops entered Poland, Britain and France declared war on Germany. Hitler did not want this because it was a distraction from his main aim, to attack the USSR.
...rounded in Europe with the British and the U.S. pressing in from the west, and the Russians coming in from the east killing about half the German army in the war. Since Hitler committed suicide on April 30th, 1945 Germany was falling apart and didn’t have a powerful leader to guide them. So, Germany decided to invade Russia, and they were horribly equipped for winter warfare, and had summer equipment when they invaded. This was because Hitler anticipated they would have beaten Russia before winter. Russia kept the German army occupies while the other allies liberated France. On January 12th, 1945 the Soviet Union invaded Berlin, Germany at the Battle of Berlin and succeeded. In late April and early May of 1945 Germany surrendered to the Allies and World War Two came to an end. As General Eisenhower said in 1945, “The world must know what happened, and never forget”.
emerging or new market. It can originate from new technology or new market opportunities (Eliashberg, J., Lilien, G. L., & Rao, V. R. 1997). Literature defines product development as exploiting an untapped market opportunity and turning it into a value product for customer satisfaction. Development and introduction of a new product requires extensive research on understanding customer needs, market structure, emerging trends and analysing the internal & external competitive market environments. To evaluate customer satisfaction previous researches provide strong relationship between customer satisfaction and product quality, product features and value for money. ***
These benefits result from intensive target market research and involving the consumer’s input into product design. Consumer feedback can help a firm identify new product opportunities or improve existing ones. Being more receptive to consumer preferences help create and maintain satisfied customers. Furthermore, satisfied customers increase a firm’s brand name and attract new customers by spreading positive publicity. The marketing concept is essential for a firm’s survival since it establishes lasting relationships with the right customers based on the foundation of customer value satisfaction (Keelson,
Product :- The product quality is maintained and additional features & support services maybe added.
We say that satisfaction is a linguistic phenomenon, a spoken or written declaration made by a customer in conversations with us or others. It is a declaration that we have given them authority to make. This declaration does not require any objective evidence. It can be a declaration made with no reason.
Technology has also allowed customers to steadily increased their standards to expect the highest quality product no matter what they purchase. This means that consumers no longer have to invest nearly as much time investigating what products will meet their needs because all are expected to.
According to C.D.Edward (1968) stated quality consists of capacity to satisfy wants. Quality is the degree to which the product satisfies the want or needs of a targeted consumers, H.L.Gilmore (1974).
Task 1: Critically evaluate the key concepts/theories on the topic of the effectiveness of loyalty programmes on customer loyalty