FACTORS CONTRIBUTING TO CUSTOMER
1.PRODUCT AND SERVICE FEATURES:
It is influenced by
evaluation of product or service. Ex: In hotel features like restaurants, room
comfort, privacy, helpfulness and courtesy, room price etc., are evaluated.
It may also affect the
perception of satisfaction with product/services. Emotions can be stable; good
mood etc. When you are in good mood, you will have a positive frame mind towards
the services you experience. Positive emotions like happiness, pleasure,
elation, sense of warm-heartedness enhanced customer satisfaction.
3.Attributions for service
When the service firm
have been surprised by an customer (either by performing better/worse),
consumer tend to look for reasons.
Ex: If a customer of a weight-loss organization
fails to lose the weight, he tend to search for the causes.
4.Perceptions for Equity/fairness:
Customer is also influenced by the perceptions of
equity and fairness. They ask themselves.
Ex: Did other customers get better treatment? Have I
been treated fairly compared to other customers.
5.Other consumers, family members and
Customer satisfaction is influenced by other people.
Ex: In a business setting, satisfaction with a new
service; a new customer relationship management software service will be
influenced by individ
6.National customer satisfaction
It measures and tracks
customer satisfaction at Macro Level. This focus on quality of output. The
first measure was founded in the year 1989 called Swedish Customer satisfaction
Outcome of Customer satisfaction:
1.It is not only
tracking the economic efficiency and pricing statistics but also indicates the
quality of life.
is correlated with other measures of economic health Corporate earnings; Stock
3.Increasing level of customer satisfaction linked
to customer loyalty and profits.
4.There is a relationship between dissatisfaction /