Factors of customer satisfaction articles on job satisfaction of employees pdf services. Global Academic Society Journal: Social Science Insight, Vol.
Today customer satisfaction is widely discussing and analyzing because all organizations want that their customers would be satisfied and fascinated. Numerous theoretical and empirical studies show a positive relationship between customer satisfaction and plenty of factors that influence that. Nowadays customer satisfaction is one of the key goals in both smaller and larger organizations. Companies look for ways to find out customers desires but at the same time want to ensure their satisfaction with services. Organizations did not focus as much time and attention on customer service and the concept of customer satisfaction. In this case, it was found out that the authors talk about the general perception of customer satisfaction, definitions, generally refers to the concepts and inserts not one but several variables, the factors that help understand why the customer can stay fascinated, satisfied.
However, the authors consider that customer satisfaction is in no way be confused with quality of service. First of all, customer satisfaction is a broader concept than service quality. Secondly, the service must be tested to give a final opinion on it. After discussing the concepts of both customer satisfaction and the most important determinants to keep consumers satisfied it is left to find out the importance of customers satisfaction on services. As one of the most frequently mentioned reasons why customer satisfaction is so important for companies on services is a consumer loyalty.
Nowadays customer satisfaction is one of the most important issues for almost all organizations, especially for service organizations. For this reason customer satisfaction should be analyzed, evaluated and translated into the main parameters. As many authors indicate customer satisfaction is often known in two ways: satisfaction as an outcome and satisfaction as a process of services. Tools, Techniques, and Formulas for Success.
Vartotojų pasitenkinimo viešosiomis paslaugomis tyrimų metodika ir jos taikymas. Academy of Marketing Science Review, Vo 2000 No. Methods for Measuring and Implementing Service Quality. The importance of customer satisfaction in relation to customer loyalty and retention.
How to find out what people really think. The quality of customer service is the key differentiator between good, bad and indifferent companies. All else being equal, good quality customer service gives the edge over competitors. Regardless of industry, here are the 9 key principals of good customer service that always make business sense. Attracting new customers costs more than retaining existing customers A satisfied customer stays with a company longer, spends more and may deepen the relationship.
For example a happy credit card customer may enlist the company’s financial services and later take travel insurance. Customer service costs real money Real costs are associated with providing customer service and companies spend in line with a customer’s value. If you are a high value customer or have the potential of being high value, you will be serviced more carefully. Companies reduce the cost of customer service by using telephone voice response systems, outsourcing call centers to cheaper locations, and self-servicing on the internet. However, companies risk alienating customers through providing an impersonal service. Some internet banking companies are bucking the trend by charging customers to contact them.
In exchange, customers receive better interest rates due to reduced overheads and are satisfied with that. Understand your customers’ needs and meet them How can you meet your customers’ needs, if you don’t know them? Customer listening can be done in many ways, for example feedback forms, mystery shopping, and satisfaction surveys. Some companies involve senior employees in customer listening to ensure decisions benefit the customer as much as the company. Good process and product design is important Good quality customer service is only one factor in meeting customer needs. Well designed products and processes will meet customers’ needs more often.
Is it better to service the customer well than to eradicate the reason for them to contact you in the first instance? Say you visit an expensive hairdressing salon and receive a friendly welcome, a drink and a great haircut. You are out of town and visit the same hairdressing chain and get no friendly welcome, no drink and a great hair-cut. Are you a satisfied customer who will use that chain again? Employees are customers too The quality management movement brought the concept of internal and external customers. Traditionally the focus was on external customers with little thought given to how internal departments interacted. Improving relationships with internal customers and suppliers assists delivery of better customer service to external customers, through reduced lead-times, increased quality and better communication.
Most entrepreneurs pursue the question “How can I succeed? Youth employment rate in the US; low Motivation: Employees have few complaints but are not highly motivated. Global Academic Society Journal: Social Science Insight, where you understand their specific needs. Employers must balance interests such as decreasing wage constraints with a maximization of labor productivity in order to achieve a profitable and productive employment relationship.