Customer Satisfaction
Importance of customer satisfaction
The effect of customer satisfaction on a firm's profitability
Why measure customer satisfaction
How to measure customer satisfaction
The affective measures of the degree of customer satisfaction
Employee performance
The need for measuring employee performance
The contemporary business environment which is dynamic and highly competitive requires firms to have a high level of business intelligence. In this paper, we explore the concepts of customer satisfaction as other internal business processes such as employee performance. The aim is to explore how these constructs and parameters are measured as well as the need for their accurate measurement.
The contemporary business environment which is dynamic and highly competitive requires firms to have a high level of business intelligence. In this paper, we explore the concepts of customer satisfaction as other internal business processes such as employee performance. The aim is to explore how these constructs and parameters are measured as well as the need for their accurate measurement.
Customer satisfaction
Farris et al. (2010) defined customer satisfaction as the total number of customers or the percentage of the total customers whose narrated experience with a given firm or the ratings for their services exceeds the satisfaction goals that are exceeded.
Importance of customer satisfaction
Several researchers have investigated the importance of the concept of customer satisfaction to the success of businesses. The concept of customer satisfaction was defined by Kotler (2000) as an individual's feeling of pleasure or even disappointment that results from a comparison of the perceived performance of a given product in relation to the individual's expectations.
Hoyer and MacInnis (2001) indicated that satisfaction is a concept which can be associated with a feeling of acceptance, excitement, happiness, delight and relief. Several factors are indicated to affect...
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