No table of contents entries free essay sample

Scope It would be desirable to limit the scope of the research to industry sector and geographies for the industry sector relevant to the authors business. However, this ould severely limit and distort the information gleaned (if any). Customer satisfaction is or should be one of the primary goals for and business regardless of its size or geography. In this respect an exhaustive search (Cooper, 1988) would be appropriate. The constraints of mainly time, and also of funding determine that a purposive sample should be taken, examining the key articles, pertaining to the key elements of the topic. The chosen article does not necessarily have to have relevance to the topic, but the application or theories presented must be relevant. The literature chosen should also be recent in issue. Identified Keywords Definition As defined by the Oxford English Dictionary defines satisfaction as fulfilment of ones wishes, expectations, or needs, or the pleasure derived from this:, Equally a customer is defined as a person who buys goods or services from a shop or business. We will write a custom essay sample on No table of contents entries or any similar topic specifically for you Do Not WasteYour Time HIRE WRITER Only 13.90 / page The Bloomsbury Business Library Business Management Dictionary presents a definition of the term customer satisfaction It refers to the degree to which customer expectations of a product or service are met or exceeded. It is stated that corporate and individual customers may have widely differing reasons for urchasing a product or service and therefore any measurement of satisfaction will need to be able to take into account such differences. Oliver (1997) defines Satisfaction is the consumers fulfillment response. It is a (or is providing) a pleasurable level of consumption-related fulfillment, including levels of under- or over-fulfillment Customer satisfaction is defined as the degree of overall pleasure or contentment felt by the customer, resulting from the ability of the service to fulfill the customers desires, expectations and needs in relation to the service. (Hellier et al, 2003). It is obvious that customer or consumers expectations of a product or service will vary considerably depending on the type and nature, and positioning of the product and also the industry that product is in. There also be many levels of expectation or judgement, some more important than others in the end users mind. Satisfaction is a relatively short term emotion which can change or alter, due to a variety of circumstances Models of Customer Satisfaction GAP Model Disconfirmation Model ACS The American Customer Satisfaction Index claims to be the only national cross- industry benchmark of customer satisfaction in the United States (www. heacsi. org) . It conducts surveys with consumers over a range of industries and sectors. The ACSI model assumes three drivers of satisfaction, Perceived Quality, Customers Expectations, and Perceived Value, and it involves collecting data at the individual customer level, using primarily survey rating scales from 1 to 10 to rate their perception of each of the drivers. It also questions the customer about customer complaints that they may have made and about customer loyalty. The inputs are indexed an weighted and put through the model to give an indication of consumer satisfaction on a O to 100 basis. The strength of the ACSI model is in its consistency, and generality. Figures are available from 1994, and the large sample of surveyed customers each year ensures very standardised results. It also provides a mechanism for companies to benchmark within their sector or industry, whlist directing them to possible areas of improvement. It is also a model that can be applied to any industry or company. However, its limitation is that it is only a benchmarking tool, it does analyse how the various drivers interrelate, or it does not provide any answers as to motivates the customers.