Customer Satisfaction

customer satisfaction Customer satisfaction is an important piece in a business because it drives revenues, market share, and competitive strength. Organisations practically think the way to measure customer satisfaction is to suppose the number of customer complaints. The problems with this method is that it is reactive, it tho responds, if at all, later on the event and it does not really measure satisfaction simply dissatisfaction. Some important factors that help us understand and kick downstairs how satisfied or dissatisfied consumers are include: the disconfirmation theory, ascription theory, and equity theory.

The disconfirmation theory suggests that satisfaction is determined by the allegiance and direction of the gap between expectation and perceived accomplishment. An individual is more liable(predicate) to be satisfied if the service performance meets or exceeds his/her expectations. On the other hand, he/she is more likely to be dissatisfied if the service performance falls beneath his/her expectati...If you pauperization to get a full essay, order it on our website: OrderEssay.net

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