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Concept of Customer Satisfaction - Assignment

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Added on  2020-03-02

Concept of Customer Satisfaction - Assignment

   Added on 2020-03-02

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BUSINESS RESEARCH METHODOLOGYName of the student:Name of the University:
Concept of Customer Satisfaction - Assignment_1
Assessment 1: Structured AbstractStructured abstract will highlight the different theoretical concept of “Customer Satisfaction” with the help of research studies conducted by Bergman and Klefsjö, Haumann et al., Oliver and Pizam et al.1. A brief summary of the theory and progression in the field (i.e., how has the theory developed since first proposed?)According to the research conducted by Bergman and Klefsjö, in 2010, is one of the significant perspective of customer satisfaction is “commitment and loyalty”, this helps tobuild a trustworthy relationship between customer and service providers. Bergman and Klefsjö, also emphasizes on different dimensions of customer satisfaction within the context, relationship commitment that helps to bring loyalty, compelling commitment, which can only form by personal communications, and trust, and also by providing quality in product and services.Bergman and Klefsjö, observes that Loyalty is frequently explained as actual retention, and this is a cornerstone of customer relationship management. The author has observed that customer satisfaction emphasizes on the attitudes of customers regarding product, services as well as brands. As perBergman and Klefsjö, one can keep their customer happy by providing quality and loyalty. The author recognizes that satisfaction of customers postulate as one of the key indicators of business performance.It is apparent that researching the subject of customer satisfaction in 2010 has carried out various variables and all these models have support to build positive relations among the providers and customers. Through these theses, it is now very much possible to understand the customers’ expectations and to work on providing them complete satisfaction (Jahanshani et al., 2014).
Concept of Customer Satisfaction - Assignment_2

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