So let's take a look at Dictionary. Retrieved July 14, , from Dictionary. Well, I don't think we'll have any issues with the definition of "customer" but "satisfaction" doesn't seem to include "surpassing the customer's expectation. Based on these accepted definitions Dictionary. Customer satisfaction is the act of just doing enough to be acceptable to a customer.
It is simply meeting basic expectations. That's very different from Wikipedia's definition and worlds away from how many companies view customer satisfaction. So, based on this definition, do you really want to do "just enough" for your customers? You may decide that this is your business model But if you want to build loyalty and generate word of mouth marketing, you should really consider going further. Define the customer experience that you want to deliver and aim for customer excellence.
So, what do you think? Am I wrong in defining the term based on accepted real-word definitions? Or should we continue using the definition that the corporate world thinks it should be? In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. Their principal use is twofold: On a five-point scale, "individuals who rate their satisfaction level as '5' are likely to become return customers and might even evangelize for the firm.
A second important metric related to satisfaction is willingness to recommend. This metric is defined as "The percentage of surveyed customers who indicate that they would recommend a brand to friends. This can be a powerful marketing advantage. Further, they can hurt the firm by making negative comments about it to prospective customers.
Willingness to recommend is a key metric relating to customer satisfaction. In literature antecedents of satisfaction are studied from different aspects. The considerations extend from psychological to physical and from normative to positive aspects. However, in most of the cases the consideration is focused on two basic constructs as customers expectations prior to purchase or use of a product and his relative perception of the performance of that product after using it.
Expectations of a customer on a product tell us his anticipated performance for that product. As it is suggested in the literature, consumers may have various "types" of expectations when forming opinions about a product's anticipated performance.
For example, four types of expectations are identified by Miller While, Day indicated among expectations, the ones that are about the costs, the product nature, the efforts in obtaining benefits and lastly expectations of social values. Perceived product performance is considered as an important construct due to its ability to allow making comparisons with the expectations. It is considered that customers judge products on a limited set of norms and attributes. Olshavsky and Miller and Olson and Dover designed their researches as to manipulate actual product performance, and their aim was to find out how perceived performance ratings were influenced by expectations.
These studies took out the discussions about explaining the differences between expectations and perceived performance. In some research studies, scholars have been able to establish that customer satisfaction has a strong emotional, i.
Especially for durable goods that are consumed over time, there is value to taking a dynamic perspective on customer satisfaction. Within a dynamic perspective, customer satisfaction can evolve over time as customers repeatedly use a product or interact with a service.
The satisfaction experienced with each interaction transactional satisfaction can influence the overall, cumulative satisfaction. Scholars showed that it is not just overall customer satisfaction, but also customer loyalty that evolves over time. It is negatively confirmed when a product performs more poorly than expected. There are four constructs to describe the traditional disconfirmation paradigm mentioned as expectations, performance, disconfirmation and satisfaction.
In operation, satisfaction is somehow similar to attitude as it can be evaluated as the sum of satisfactions with some features of a product. Churchill and Suprenant in , evaluated various studies in the literature and formed an overview of Disconfirmation process in the following figure: Organizations need to retain existing customers while targeting non-customers.
It can be, and often is, measured along various dimensions. A hotel, for example, might ask customers to rate their experience with its front desk and check-in service, with the room, with the amenities in the room, with the restaurants, and so on. Additionally, in a holistic sense, the hotel might ask about overall satisfaction 'with your stay.
As research on consumption experiences grows, evidence suggests that consumers purchase goods and services for a combination of two types of benefits: Hedonic benefits are associated with the sensory and experiential attributes of the product.
Utilitarian benefits of a product are associated with the more instrumental and functional attributes of the product Batra and Athola The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviors such as return and recommend rate.
The level of satisfaction can also vary depending on other options the customer may have and other products against which the customer can compare the organization's products. Work done by Parasuraman, Zeithaml and Berry Leonard L  between and provides the basis for the measurement of customer satisfaction with a service by using the gap between the customer's expectation of performance and their perceived experience of performance.
Definition of customer satisfaction: The degree of satisfaction provided by the goods or services of a company as measured by the number of repeat customers.
Definition: Customer satisfaction indicates the fulfillment that customers derive from doing business with a firm. In other words, it’s how happy the customers are with .
a feeling of satisfaction felt by a customer with a product or service obtained from a business I really believe that it is possible to both improve customer satisfaction and reduce costs. Customer satisfaction with the service runs at more than 90 per cent. Customer satisfaction measures how well the expectations of a customer concerning a product or service provided by your company have been met. Customer satisfaction is an abstract concept and involves such factors as the quality of the product, the quality of the service provided, the atmosphere of the location where the product or service is purchased, and the price of the product or service.
Customer Satisfaction Definition Customer satisfaction is a term used to describe a scenario when an exchange meets the needs and expectations of its user. It captures the provision of goods or services that fulfil the customer’s expectations in terms of quality and service in relation to the price paid. Customer satisfaction becomes more important in highly competitive industries like FMCG products, where the customer can change its loyalty quickly. Browse the definition and meaning of more terms similar to Customer Satisfaction.