The concept of customer satisfaction , measuring customer satisfaction, improve customer satisfaction

The concept of customer satisfaction
Is a term trading and is considered a measure of the extent to which the products or services offered by the company to the expectations of the customer or how to achieve the extent of exceeding expectations
And is seen as a key performance indicator within business and is part of the four perspectives of the balanced scorecard .

In a competitive market where companies compete for customers , customer satisfaction is the most important factors that set it apart and are increasingly becoming an essential element of their business strategy .

There are a wide range of experimental literature that demonstrate the benefits of customer satisfaction for companies .

Measuring customer Satisfaction
There is a growing interest from organizations to maintain existing customers , while targeting non- customers ; measure customer satisfaction indication of the success of the organization in providing products and services to the market .

Customer satisfaction is a vague concept and just , and the actual appearance of the degree of satisfaction will vary from person to person , and product / service to product / service . State of satisfaction depends on a number of psychological variables and physical alike which correlate with satisfaction behaviors such as return and rate recommendation. The level of satisfaction can vary depending on other options depending upon the customer and other products that the customer can compare the products of the organization.

Because satisfaction is basically a psychological condition , caution should be exercised in efforts to quantify , in spite of the growth of a large amount of research in this area in recent times . Work done by Perry ( Bart Allen) and Brodeur between 1990 and 1998 identified ten of ' quality values ​​, which affect the behavior of satisfaction , and increasing them by expanding Perry in 2002 and known as the ten areas for satisfaction . These ten domains of satisfaction include: quality, value , timeliness , efficiency, and ease of access , and the environment , teamwork Interdepartmental , and the behavior of front line service , and a commitment to customers and innovation. These factors emphasize continuous improvement and organizational change , measurement and is often used to develop the structure of the integrated model to measure satisfaction . Work done by Barassoraman , Zithaml and Perry ( Leonard L. ) between 1985 and 1988 provides a basis for measuring customer satisfaction with the service by using the gap between customers' expectations for performance and their perceptions of performance. This provides an agent for satisfaction " gap " which is objective and quantitative in nature. Work done by Cronin and Taylor presents the theory of " Verification / 's certain not to " join " the gap " , which he described Barracurman , Zeithaml and Berry as two different measurements ( visualization and expected performance ) in a single measurement of performance in line with expectations . According to Garbrand, customer satisfaction equals perception of performance divided by the performance expectations .

The usual measurements of customer satisfaction survey involving a group of data using techniques or Likert scale. The client asked to evaluate each statement through their perception and expectations of the performance of the organization that are measured .