About The Topic

ABOUT THE TOPIC
Customer Satisfaction Customer satisfaction is a persons feelings at pleasure or disappointment resulting from comparing a products perceived performance in relation to his or her expectations.
PHILIP KOTLER, marketing management, New Delhi, prentice Hall at India Pvt.Ltd, 1998, 9th edition.
Business has started releasing it. Earning profit is possible only through the customer satiscation. To satisfy that the customer their needone to be known order customer oriented marketing it becomes essential to know what the customer needs. This is only when information is collected from the customer needs. The marketer must see that customer with purchasing power constitute a potential market no sales can be made unless the customer. It is essential for the marketer to carry out the business in such a way that they give in many case customers need at a profit. In many case customers are ignorant about their needs, the marketer adopts the customers point of view and tries to make what they can sell. But now to sell what they can make. They become customer oriented. customers. A manufacturer should study about customer satisfaction in relation to there need desire and then design to make the taste of to
Secondly, customer does not buy the products services themselves. But for the pormiseof these purchases will do for them. Thirdly, the basic consideration, customer have unlimited desire but with limited purchasing the power while buying a customer choose the best produce at a reasonable price, which is based upon the objectives of pricing policies. Fourthly, customer images, while buying the customer is greatly influenced by their images of the brands of various competing sellers, tehj brand images and products personlities, for instance design colour package price etc.
CUSTOMER SATISFACTION OF SERVICES The service of a firm on the following five terms are: 1. Tangibles, i.e., the appearance of physical facilities equipment, personal and communication material. 2. Reliability, i.e., the ability to perform the desires, services, dependability and accuracy. 3. Responsiveness, i.e., the willingness to help customer and provide prompt services. 4. Assurance, as measured by compartence of the firm to deliver promised service depending and accurately. 5. Empathy, the caring and individualized attention that the firm provides to its customers.
It is important to note that the customer satisfaction is a dynamic force with potential to fuel self reinforcing relationship with the firm. An increased customer satisfaction through high service quality delivered by a firm leads the customers to increase usageof the firms service relative to its comperitors. To create this self reinforcing process one has to appreciate that there are two important players in a firms profitability generation i.e., the customer and the firm itself. It is also a fact that the firm has to invest higher resources in improving the services quality unfortunately may firms in India still drag their feet on these dimensions and therefore customer friendly policies and to be adopted to make the services customer oriented. We need to appreciate that these customer friendly polices motivate and empower the employees to serve customer better and there by deliver premium quality of service, which only helps the firm to increase sales volume, get a price premium and maximize profits and market scheme. Modern marketing The procucers of the last century had littlefor the customer, now the production is carried on in large quantity, the manufacturer profucers more than what he society needs, the marketer appears in the market and more arise competition. The customer, who comes in the last stage, accepts the goods, there is as alternative but the situation was changed, market has developed from national to intenational competition is the order ofr tahe day. Being with the customer and end with the customer, marketing research starts at the stage, though market research information of current needs can be known. Levity instead of focusing tyo market what is easiest for us to make we must find out much more about what the customer is willing to buy. In other works. We must apply our creativeness more intelligently to peo;oe and their want and needs reather than to products.
Marketing Research: Marketing research is defined and the systematic, objectives and exhaustive search for the study of the facts relevant to any problem in the field of marketing. Marketing research may be described as a method of getting facts to be described as a method of getting facts to be described as a method of getting factors to be used by the executive in formulation policies and plans it can be defined as the systematic search of information. It involves data collection research cannot draw decisions, analysis and interpretation, but it helps the markets in the task of decision-making, a successful executive will never depend upon guess work. He looks for more accurate information through research. The main idea of marketing research is to know more about the consumers, declares and producer, as the business grows, the distance between the manufacturer and consumers also widens. The management depends upon the marketing research as a tool is solving the marketing problem. It help;s in taking a faithful an efficient decision as to the flow of goods and sevices in the hands of two customers. The research mainly focuses the study to determine marketing is th total system business activities designed to plan price, promote and distribute want satisfy goods and services to present and potential customer. Customer perceived value: Our premise is that customers will buy from the firm that hey see as offering th highest perveived value. Customer perceived value (CPV) is that is the difference
between the prospective customers evaluation of all the benefits and all the costs of an offering and the perceived alternatives. Total customer value is the perceived monetary value of the bundle of economic, functional, and psychological benefits customers expect from a given market offering. Total customer cost is the bundle of cost customers expects to incur in evaluating, obtaining, using and disposing of the given market offering.

About The Topic

Uploaded by

Copyright:

Available Formats

About The Topic

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

About The Topic

Uploaded by

Copyright:

Available Formats

ABOUT THE TOPIC

You might also like