customer satisfication in service at lanson toyota
CHAPTER 1
1.1 INTRODUCTION
Customer satisfaction:
Customer satisfaction is a measure of the degree to which a product or service meets the customer's expectations. Satisfaction results when expectations are equaled or surpassed. Customer satisfaction refers to the extent to which customers are happy with the products and services provided by a business. Customer satisfaction levels can be measured using survey techniques and questionnaires. Gaining high levels of customer satisfaction is very important to a business because satisfied customers are most likely to be loyal and to make repeat orders and to use a wide range of services offered by a business.
Increased competition at the market place presented more and more options before the customers. The emergence of buyers market forced marketers to treat the customers like king. This change in the market dynamics affected one dimension of customer behaviour very badly and that was “Customer Loyalty”. With very little difference offered to the customers on product quality, price, placement and promotion front by the marketers, the difference was tried to be created with treatment and subsequent satisfaction the customers would get. Besides, several researches also brought the fact to the fore that retaining existing customers was more economically beneficial than mere going in for acquiring new ones. Serving Customers better and satisfying them with the overall experience became a tool for lasting relationship with the customers.
Customer retention:
Customer Retention is the activity that a selling organization undertakes in order to reduce customer defections. An assessment of the product or service quality provided by a business that measures how loyal its customers are. Customer retention statistics are typically expressed as a percentage of long term clients, and they are important to a business since satisfied retained customers tend to spend more, cost less and make valuable references to new
1.1 INTRODUCTION
Customer satisfaction:
Customer satisfaction is a measure of the degree to which a product or service meets the customer's expectations. Satisfaction results when expectations are equaled or surpassed. Customer satisfaction refers to the extent to which customers are happy with the products and services provided by a business. Customer satisfaction levels can be measured using survey techniques and questionnaires. Gaining high levels of customer satisfaction is very important to a business because satisfied customers are most likely to be loyal and to make repeat orders and to use a wide range of services offered by a business.
Increased competition at the market place presented more and more options before the customers. The emergence of buyers market forced marketers to treat the customers like king. This change in the market dynamics affected one dimension of customer behaviour very badly and that was “Customer Loyalty”. With very little difference offered to the customers on product quality, price, placement and promotion front by the marketers, the difference was tried to be created with treatment and subsequent satisfaction the customers would get. Besides, several researches also brought the fact to the fore that retaining existing customers was more economically beneficial than mere going in for acquiring new ones. Serving Customers better and satisfying them with the overall experience became a tool for lasting relationship with the customers.
Customer retention:
Customer Retention is the activity that a selling organization undertakes in order to reduce customer defections. An assessment of the product or service quality provided by a business that measures how loyal its customers are. Customer retention statistics are typically expressed as a percentage of long term clients, and they are important to a business since satisfied retained customers tend to spend more, cost less and make valuable references to new