CUSTOMER SATISFACTION

IN SERVICE INDUSTRY
CUSTOMER SATISFACTION IS A
MARKETING TERM THAT MEASURES
HOW PRODUCTS OR SERVICES
SUPPLIED BY A COMPANY MEET OR
SURPASS A CUSTOMER’S
EXPECTATION.
CUSTOMER NEED AND
EXPECTATION
CUSTOMER NEED YOUR SERVICE TO FUNCTION
THE WAY THEY NEED IN ORDER TO SOLVE THEIR
PROBLEM OR DESIRE. CUSTOMER HAVE UNIQUE
BUDGETS WITH WHICH THEY CAN PURCHASE A
PRODUCT OR SERVICE.
THE 4 CRUCIAL THINGS A CUSTOMER NEEDS ARE :
FAIR PRICE, GOOD SERVICES, A GOOD PRODUCT
AND TO FEEL VALUED.
CUSTOMER SATISFACTION REFLECTS THE
EXPECTATIONS AND EXPERIENCES THAT THE
CUSTOMER HAS WITH A PRODUCT OR SERVICE.
CUSTOMER EXPACTATIONS REFLECT BOTH PAST
AND CURRENT PRODUCT EVALUATION AND USER
EXPERIENCES.
AS A CUNSUMER, WHAT IS OUR
EXPECTATIONS?
 PREVIOUS EXPERIENCES OF SERVICE.
 WORD OF MOUTH.
 ADVERTISEMENT, NEWS, STORIES.
CONSUMER ALWAYS THINK ABOUT WHAT THEIR EXPACTATIONS AND WHAT THEY
GET.
DESIRE SERVICE.

ADEQUATE SERVICE.