Customer Satisfaction

customer satisfaction Customer satisfaction is an important routine in a business because it drives revenues, market share, and competitive strength. Organisations much think the way to measure customer satisfaction is to reckon the number of customer complaints. The problems with this method is that it is reactive, it tho responds, if at all, afterwards the event and it does not really measure satisfaction only dissatisfaction. Some important factors that help us understand and find how satisfied or dissatisfied consumers are include: the disconfirmation theory, ascription theory, and equity theory.

The disconfirmation theory suggests that satisfaction is determined by the devotion and direction of the gap between expectation and perceived accomplishment. An person is more liable(predicate) to be satisfied if the service performance meets or exceeds his/her expectations. On the other hand, he/she is more likely to be dissatisfied if the service performance falls beneath his/her expectati...If you want to get a full essay, order it on our website: Ordercustompaper.com

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