Models of Customer Satisfaction
Models of Customer Satisfaction
Adriadne Aaron-Hill
Peru State College
Executive Summary This paper presents different models of customer satisfaction. Models are needed in customer satisfaction so that when measurements are taken there is a way to analyze the results. Companies who want to compete in their field must understand the purpose of customer satisfaction. The beginning stage of customer satisfaction is distinguishing between the customer and the consumer. A customer is an individual or business that purchases a product or service. A consumer is an individual that actually uses the product or service. Even though research is generally termed customer service satisfaction as the customer is the purchaser, it is important to keep in mind that the customer is not always the consumer. Businesses have found it necessary to analyze the feelings of their customers so that product quality will remain and increase. This paper discussing how each model is beneficial to a company’s growth in customer satisfaction. Different models of customer satisfaction are detailed and will be discussed. Customer Satisfaction models can be classified as macro-models and micro-models. Macro-models and micro models are a classification under which different types of models reside. Macro-models combine what the customer perceives as value with quality and loyalty. Micro-models study the fundamentals that make up what is considered to be customer satisfaction. This paper also discusses a specific model used to measure customer satisfaction called the Kano Model. The Kano Model is used in product development. Discussion is continued with the five categories of quality used in the Kano Model. Quality Function Deployment (QFD) is a technique used to develop a design for what consumers want in terms of quality, product design, and quality assurance. It is also discussed that QFD helps to determine the costs needed to maintain quality and to meet the demands of the
Adriadne Aaron-Hill
Peru State College
Executive Summary This paper presents different models of customer satisfaction. Models are needed in customer satisfaction so that when measurements are taken there is a way to analyze the results. Companies who want to compete in their field must understand the purpose of customer satisfaction. The beginning stage of customer satisfaction is distinguishing between the customer and the consumer. A customer is an individual or business that purchases a product or service. A consumer is an individual that actually uses the product or service. Even though research is generally termed customer service satisfaction as the customer is the purchaser, it is important to keep in mind that the customer is not always the consumer. Businesses have found it necessary to analyze the feelings of their customers so that product quality will remain and increase. This paper discussing how each model is beneficial to a company’s growth in customer satisfaction. Different models of customer satisfaction are detailed and will be discussed. Customer Satisfaction models can be classified as macro-models and micro-models. Macro-models and micro models are a classification under which different types of models reside. Macro-models combine what the customer perceives as value with quality and loyalty. Micro-models study the fundamentals that make up what is considered to be customer satisfaction. This paper also discusses a specific model used to measure customer satisfaction called the Kano Model. The Kano Model is used in product development. Discussion is continued with the five categories of quality used in the Kano Model. Quality Function Deployment (QFD) is a technique used to develop a design for what consumers want in terms of quality, product design, and quality assurance. It is also discussed that QFD helps to determine the costs needed to maintain quality and to meet the demands of the