Literature review on customer satisfaction

Get Full Essay Get literature review on customer satisfaction to this section to get all help you need with your essay and educational issues. Get Access A Literature Review on Customer Satisfaction Essay Sample Both public and private sectors have given much attention to the concept customer satisfaction in the past couple of decades.

How to Write a Literature Review on Customer Satisfaction

Naturally, administrators have requested their staff to do customer satisfaction literatures review on customer satisfaction 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 to assume some model of the subject matter.

This paper is divided into several sections. First, a brief review of main concepts of customer satisfaction is provided. Next, we try to provide the analyst an overview of models of customer satisfaction. Finally, the article concludes with main research findings.

Customer satisfaction literature review

Despite many attempts to measure and explain customer satisfaction, there still does not appear to be a consensus regarding its definition Giese and Cote, Customer satisfaction is typically defined as a post consumption evaluative judgement concerning a specific product or service Gundersen, Heide and Olsson, It is the result of an evaluative process that contrasts prepurchase expectations with perceptions of performance during and after the consumption experience Oliver, The most widely accepted conceptualization of the customer satisfaction concept is the expectancy disconfirmation theory McQuitty, Finn and Wiley, The theory was developed by Oliver, who proposed that literature review on customer satisfaction level is a result of the difference between expected and perceived performance.

Satisfaction positive disconfirmation occures when product or service is better than expected. On the other hand, a literature review on customer satisfaction worse than expected results is dissatisfaction negative disconfirmation. Studies show that customer satisfaction may have direct and indirect impact on business results.

Luo and Homburg My favourite subject english essay for class 6 that customer satisfaction positively affects business profitability. The majority of studies have investigated the relationship with customer behaviour patterns Dimitriades, ; Olorunniwo et al.

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According to these findings, customer satisfaction increases literature review on customer satisfaction loyalty, influences repurchase intentions and leads to positive word-of-mouth.

Given the vital role of customer satisfaction, essay on spring season is not surprising that a variety of research has been devoted to investigating the determinants of satisfaction. Satisfaction can be determined by subjective e. Applying to the hospitality industry, theimportant regarding customer satisfaction.

Atkinson found out that cleanliness, security, literature review on customer satisfaction for money and courtesy of essay on how did you spend your summer holidays determine customer satisfaction.

Knutson revealed that room cleanliness and comfort, convenience of location, prompt service, safety and security, and friendliness of employees are important. A study conducted by Akan showed that the main determinants of hotel guest satisfaction are the behaviour of employees, cleanliness and timeliness.

customer retention is more important than attracting new customers. Retaining LITERATURE REVIEW Customer satisfaction Customer satisfaction, as noted by Tahir, Waggett and Hoffman (), is “a customer’s perspective based on expectation and then subsequent post purchase experience”. In other words, it is an evaluation of products or.

This pool of research includes models that integrate the concept of customer satisfaction in a network of related concepts, pay for essay cheap as value, quality, complaining behavior, and loyalty. Macro-models give the researcher the strategic context of the design and of the results for a study of customer satisfaction.

The marketing research literature extensively covers the elements that make up the concept of customer satisfaction, such as disconfirmation of expectations, equity, attribution, affect, and regret.

Perceived disconfirmation is the evaluation of perceived performance according to one or more comparison standards.

A Literature Review on Customer Satisfaction Essay Sample

Disconfirmation can have a positive effect generally implying a satisfying resulta negative effect generally implying a dissatisfying literature review on customer satisfactionor a zero effect. Satisfaction feeling is a state of mind, an attitude. These outcomes also are moderated by other variables. Micro-models Table 1 lists the seven types of models they review in their article, and we will briefly atomic structure homework key on each type.

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