2.1. Customer satisfaction definitions. Customer satisfaction has also been defined by another author as the extent to which a product’s perceived performance matches a buyer’s expectations (Kotler et al.‚ 2002‚ p. 8). According to Schiffman & Karun (2004) Customer satisfaction is defined as “the individual’s perception of the performance of the products or services in relation to his or her expectations” customer satisfaction could be the pleasure obtained from consuming an offer.
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Values are basic convictions about what is right and wrong. Usually values would influence the attitudes and behaviors of business person for their decisions making. Values on the part of business are Operating philosophies or principles that guide an organization’s internal conduct as well as its relationship with the external world. Whereas attitudes are predisposition or a tendency to respond positively or negatively towards a certain idea‚ object‚ person‚ or situation. Attitude influences
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selecting a course of action from multiple alternatives. The consumer decision-making process model (fig 1) will provide useful insights as to how consumer form evaluations of brands and how marketers seek to influence this process. Fig 1: The customer decision-making process and its five stages Source: guuui.com‚ 2007 NEED OR PROBLEM RECOGNITION “Problem recognition is the discovery of a discrepancy between an actual and a desired state of being. Thus problem recognition occurs when
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THE CAMBRIDGE ASSOCIATION OF MANAGERS GRADUATE DIPLOMA IN HOSPITALITY‚ TOURISM AND RECREATION. CUSTOMER SERVICE CUSTOMER SATISFACTION IN HOSPITALITY AND TOURISM INDUSTRY [A CASE STUDY OF WHITESANDS BEACH HOTEL] DONE BY : LYNETTE A. NYAGAYA CANDIDATE NO: CAM / 2008 / GD/ KEN/ 00425 PURPOSE : Fulfillment of CAM graduate diploma in hospitality‚ tourism and Recreation. [Customer service] Dated July 2008 Presented to : Cambridge Association of Managers‚ International Examinations‚ Cambridge
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Abstract This project basically deals with Outlook of a consumer for major private Life Insurance Company. Perception of consumer before purchasing any plan is studied. This project helps us to know whether the consumer pay more attention to plan‚ brand and advisor / Seller before purchase of any plan‚ moreover reason to purchase the insurance by the consumer is also studied . Which Plan is preferred more by which age group of people is also studied in this project. Besides this whether the
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CONSUMER BEHAVIOUR OF MOTORCYCLE BUYERS (A COMPARATIVE STUDY OF HERO HONDA AND BAJAJ AUTO LIMITED) Thesis for the award of Doctor of Philosophy in The Department of Business Administration Under the Supervision of Submitted by Prof(Dr.) GP Sharma Ghanshyam Saini Department of Business Administration MBA‚ M.Phil‚ UGC
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CONSUMER BEHAVIOUR Consumer Behaviour is a diverse field that combines psychology‚ marketing and sociology to study the behaviour of consumers. ADVERTISING AND CONSUMER BEHAVIOUR-: In markets where consumers have many choices‚ advertising can influence the consumer’s choice. Advertising plays a major role to influence consumer’s mind-set and purchasing decision. MEMORY-: Memory is an active‚ constructive process where information is acquired‚ stored and then retrieved for use in decision-making
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The Leaders unethical behaviours in Organizations Leadership and Management in Organizations‚ 7‚5 hp Autumn 2013 The Leaders unethical behaviours in Organizations Introduction The ethical behaviour and the moral goodness of leaders has been a topic of analysis for centuries. The moral character and the ethical practice of the organization have become an increasing concern for leadership researches in the aftermath of the global financial crises
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Unit 3: Organisations and Behaviour Learning outcomes Explore organizational structure and culture Examine different approaches to management and leadership and theories of organization Examine the relationship between motivational theories Demonstrate an understanding of working with others‚ teamwork‚ groups and group dynamics Assessment criteria 1.1 Compare and contrast different organisational structures and culture 1.2 Analyse the relationship between an organisations structure and
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Customer Satisfaction Satisfaction is a person’s feeling of pleasure or disappointment resulting from comparing a product’s perceived performance in relation to his/her expectations. Short of expectation = Unsatisfied customer Matches expectation = Highly satisfied customer A short of expectation means an unsatisfied customer while a matched expectation means a highly satisfied customer. Customer satisfaction is the relationship of perceived performance to expectation. It is a form of expectation
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