Customer Satisfaction
Part 1: Customer Satisfaction and Loyalty
Definition of Consumer Satisfaction:
The satisfaction of customer is considered as the popular topic at the practice on marketing and the research as academic in view of the fact that the primary study of Cardozo's (1965) on the effort of customers, their expectations and along with the satisfaction of them. In spite of taking many attempts for measuring and explaining the satisfaction of customer, there is not so much consensus conducting in relation to the definition of the satisfaction of customer (Giese and Cote, 2000). The typical definition of customer satisfaction can be provided as the evaluative judgment of post consumption in relation to the certain product or service (Gundersen, Heide and Olsson, 1996). It is considered as the outcome of the process of evaluative through which expectations of pre purchase are contrasted with performance perception in the time of or after the experience of the consumption (Oliver, 1980).
The concept of the satisfaction of the customer is considered as the concept as most widely recognized which is based on the theory of expectancy disconfirmation (McQuitty, Finn and Wiley, 2000). Oliver developed the theory which proposes that the level of satisfaction is considered as the outcome of difference among the performance as expected and perceived.
The occurrence of the satisfaction can be done when an organization provides better product or services than the expectation of the customers (Positive disconfirmation). In other side, dissatisfaction can be occurred while the worse performance is provided by the organization (Negative disconfirmation). It has been showed by studies that the results of business can be impacted directly and indirectly through the satisfaction of customer. It has been concluded by Luo and Homburg (2007) that the profitability of the business can be affected by the satisfaction of customer positively. The relationship among the patterns of the
Definition of Consumer Satisfaction:
The satisfaction of customer is considered as the popular topic at the practice on marketing and the research as academic in view of the fact that the primary study of Cardozo's (1965) on the effort of customers, their expectations and along with the satisfaction of them. In spite of taking many attempts for measuring and explaining the satisfaction of customer, there is not so much consensus conducting in relation to the definition of the satisfaction of customer (Giese and Cote, 2000). The typical definition of customer satisfaction can be provided as the evaluative judgment of post consumption in relation to the certain product or service (Gundersen, Heide and Olsson, 1996). It is considered as the outcome of the process of evaluative through which expectations of pre purchase are contrasted with performance perception in the time of or after the experience of the consumption (Oliver, 1980).
The concept of the satisfaction of the customer is considered as the concept as most widely recognized which is based on the theory of expectancy disconfirmation (McQuitty, Finn and Wiley, 2000). Oliver developed the theory which proposes that the level of satisfaction is considered as the outcome of difference among the performance as expected and perceived.
The occurrence of the satisfaction can be done when an organization provides better product or services than the expectation of the customers (Positive disconfirmation). In other side, dissatisfaction can be occurred while the worse performance is provided by the organization (Negative disconfirmation). It has been showed by studies that the results of business can be impacted directly and indirectly through the satisfaction of customer. It has been concluded by Luo and Homburg (2007) that the profitability of the business can be affected by the satisfaction of customer positively. The relationship among the patterns of the