Tag «link between satisfaction and loyalty»

Comparing Service Quality versus Customer Satisfaction – Examples

Comparing Service Quality versus Customer Satisfaction - Examples

‘Service quality’ means different things to different people. Parasuraman et al define it as:  “… consumers’ judgement (across multiple service encounters) about the firms (or brand) overall excellence or superiority… it is a form of attitude, related but not equivalent to satisfaction” Dimensions of satisfaction and service quality tangibles reliability responsiveness assurance empathy Comparing Service …

Relationship b/w customer expectations and their satisfaction levels

Relationship b/w customer expectations and their satisfaction levels

Researchers have found there is a relationship between the degree of satisfaction achieved, and the level of customer retention or loyalty.  Merely achieving customer satisfaction, however, is not enough.  Benefits of satisfying customers There are many other benefits of satisfying or delighting customers.  Among them are: Encourages repeat patronage and loyalty Enhances/promotes positive word of …