Businesses need money to survive. To make money, businesses need customers.
Get Full Essay Get access to this section to get all help you need with your essay and educational issues. Get Access The importance of customer satisfaction in service organisations Essay Sample The aim of this essay is to explain the importance of customer satisfaction in service organisations.
Clear meaning of the customer satisfaction has been provided along with the causes and results from the effective implementation. Furthermore the identification of methods and techniques of customer satisfaction measurement has been illustrated. Finally techniques and strategies for customer satisfaction improvement have been discussed.
More and more service organisations nowadays recognise that customer satisfaction is crucial for business success. Additional, understanding and anticipating what customers want and require for the future, has led service organisations scrutinising for possible service features and managerial factors that will enable them to stimulate a positive response and astonish their customers.
However, a question has been raised of which service attributes and qualities are decisive for the satisfaction of the customer and which features merely prevent dissatisfaction Matzler et al. Various model have been developed attempting to clarify the meaning of customer satisfaction, what causes it and what results from it.
Must-be requirements, one-dimensional requirements and attraction requirements Matzler et al. Although the models, mentioned above, have been useful materials for understanding the concept and meaning of customer satisfaction, for the purpose of this essay more attention will be given on J.
As it can be seen in appendix 2 there are several links in the service profit chain that have to be carried out effectively in order to bring about in generating customer satisfaction. The factors that have to be considered in each link along with their results either positive or negative will cause either customer satisfaction or dissatisfaction.
Scarcely customers are becoming satisfied if the working environment does not contribute the most to employee satisfaction. Employees feeling enthusiastic about their job not only communicate this feeling both verbally and non-verbally, but are also eager to work hard towards satisfying their customers Van Looy, The effective management of the internal service quality will in turn increase employee satisfaction and thus reducing employee turnover.
These figures, however, only begin to illustrate the value of retaining loyal employees. Long-tenured employees develop personal relationships with customers. Employees who perceive relationships with customers provide better service.
Customers who receive better service express fewer complaints and thereby create fewer problems for employees. Employees in turn react more favourably to encounters with customers as they are satisfied and these reactions result in better service and low level of employee turnover, which again leads to higher customer satisfaction.
Employee satisfaction sequentially will mean that employee retention and loyalty accelerates with consequential benefits as far as service standards are concerned. Where employees remain in the organisation for several years, customers can experience continuity and at the same time the firm spends less on recruitment, selection, training and service familiarisation.
It is quite difficult for Euro Disney to expect from those employees who interact with the customers face-to-face to be retained and consequently be productive when they are not satisfied with their working conditions.
In both cases individuals and organizations are involved in exchange.Importance Of Customer Satisfaction In Banking Industry Marketing Essay.
Print Reference this. What are the most importance influential factor which attract the customers to ICICI bank, UK?
Importance of Customer satisfaction in an Organisation. The importance of customer satisfaction in service organisations Essay Sample The aim of this essay is to explain the importance of customer satisfaction in service organisations. Clear meaning of the customer satisfaction has been provided along with the causes and .
Considering customer importance at all stages of the marketing process helps your company to ensure greater customer satisfaction and increase its long-term goal of repeat business.
Psychological. THREE ESSAYS ON THE CUSTOMER SATISFACTION-CUSTOMER LOYALTY ASSOCIATION by Young Han Bae The customer satisfaction-customer loyalty association is one of the most vital importance of the customer satisfaction-loyalty association. In summary, the extant.
The aim of this essay is to explain the importance of customer satisfaction in service organisations. Clear meaning of the customer satisfaction has been provided along with the causes and results from the effective implementation.
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