Everyone knows what satisfaction is,until asked to give a definition.Then,it seems,nobody knows.This quote from Richard Oliver,respected expert and long time writer and researcher on the topic of customer satisfaction,expresses the challenge of defining this basic of customer concepts.
In less technical terms,we interpret this definition to mean that satisfaction is the customer's evaluation of a product or service in terms of whether that product or service has met the customer's needs and expectations.Failure to meet needs and expectations is assumed to result in dissatisfaction with the product or service.
Although consumer satisfaction tends to be measured at a particular point in time as if it were static,satisfaction is a dynamic,moving target that may evolve over time,influenced by a variety of factors.
"Satisfaction is the customer's fulfillment response.It is a judgement that a product or service features,orthe products or service it self,provides a pleasurable level of consumption related fulfillment."
>> Oliver
"Customer satisfaction is a person feeling of pleasure or his appointment one of resulting from comparing a product perceived or performance in relation to his or her expectations."
>> Kotler
"Customer satisfaction is the feeling that a product has net or exceeded the customers expectations."
>>Lamb.Hair&Medoniel
In less technical terms,we interpret this definition to mean that satisfaction is the customer's evaluation of a product or service in terms of whether that product or service has met the customer's needs and expectations.Failure to meet needs and expectations is assumed to result in dissatisfaction with the product or service.
Although consumer satisfaction tends to be measured at a particular point in time as if it were static,satisfaction is a dynamic,moving target that may evolve over time,influenced by a variety of factors.
Expectation > Reality = Dissatisfaction
Expectation = Reality = Satisfaction
Expectation < Reality = Delight
"Satisfaction is the customer's fulfillment response.It is a judgement that a product or service features,orthe products or service it self,provides a pleasurable level of consumption related fulfillment."
>> Oliver
"Customer satisfaction is a person feeling of pleasure or his appointment one of resulting from comparing a product perceived or performance in relation to his or her expectations."
>> Kotler
"Customer satisfaction is the feeling that a product has net or exceeded the customers expectations."
>>Lamb.Hair&Medoniel
Source :http://mktgide.blogspot.com
It is very difficult to get to know what a customer is expecting out of us. Different customer has different emotional needs with the products and services, you as an entrepreneur has to tackle all those needs and bring out the products and services that meet all those expectations. Thank you for this very interesting and informative article.
ReplyDeleteBest Regards,
Jammie
MultiChannel eCommerce Sales Consultant