Tag Archives: Customer Satisfaction

Conditions to be met by a company in order to be successful in attaining the goals of the competition is to create and retain customers (Levitt, 1987). For this to be achieved, then every company should strive to produce and deliver goods and services that consumers want at a reasonable price (reasonable). Thus, every company should be able to understand ...

Monitoring and measurement of customer satisfaction has become essential for every company. This is because such a move could provide feedback and input for the purposes of the development and implementation of strategies for improving customer satisfaction. Kotler, et al, (1996) identified four methods for measuring customer satisfaction, which is as follows: 1. Complaint and Suggestion Systems Every customer-oriented organization ...

Today the attention to customer satisfaction and dissatisfaction has been growing. The more parties who are concerned about this. Parties most directly related to the satisfaction / dissatisfaction of customers are marketers, consumers, consumerism, and consumer behavior researchers. Increasingly fierce competition, in which a growing number of manufacturers involved in fulfilling the needs and desires of consumers, causing every company ...

Bernd H. Schmitt idea published in his book, Experiential Marketing: How to Get Customers to Sense, Feel, Think, Act, and Relate to Your Company and Brands (1999), this formula might sue naked 4P (product, price, place and promotion). With EM, Schmitt took the marketers out of the box is too traditional approach relies on the product (features) and benefits by ...