Customer satisfaction literature review

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A Literature Review on Customer Satisfaction Introduction Both public and private sectors have given much attention to the concept customer satisfaction in the past couple of decades. Naturally, administrators have requested their staff to do customer satisfaction studies for their own organizations. An analyst or researcher must operationalize the concept of customer satisfaction in order to measure it. More importantly, in order to have validity for any measurements, the analyst needs
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How to Write a Literature Review

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Customer Satisfaction Survey Questions: How to Measure Satisfaction

Customer satisfaction is an ambiguous, abstract and confusing concept. Customer satisfaction refers to the extent to which customers are happy and delighted with the products and services provided by a business. In other words satisfaction is the state of mind felt by a person who experienced a performance of product or service that has fulfilled his or her expectations. Satisfaction is thus a combination of relative level of expectations and perceived performance. Customer Satisfaction with a purchase depends on the product and service real performance relative to customer expectations. If performance of product and services matches expectations the Customer is satisfied1. Expectations are a unavoidable part of purchase decision of customers.
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What is Customer Satisfaction?

Customer satisfaction : review of literature and application to the product-service systems. Oksana Mont. Andrius Plepys. Title - Shodhganga in the Indian Motorcycle Sector 39;.
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Visit for more related articles at Journal of Internet Banking and Commerce. The dynamics of service quality and satisfaction of customer on banks situated in various countries indicates that earlier studies offered no consensus over the subject, to confirm the issues and trends of these factors which regulate service quality and customer satisfaction. But there is some evidence that few public, private and foreign banks do not give importance to their retail customer relating to maintenance of service quality and customer satisfaction.
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