meaning and definition of customer satisfaction pdf

Meaning And Definition Of Customer Satisfaction Pdf

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Published: 08.03.2021

Customer satisfaction

Consumer satisfaction with online shopping is directly dependent on a number of factors. There is a constant dilemma in the market related to the question which online shopping determinants affect the customer satisfaction. This issue is particularly important for underdeveloped markets, where online commerce is not sufficiently present. In order to increase the online commerce participation, it is necessary to explore and analyze the connection between customer satisfaction and diverse determinants. Accordingly, this paper develops the research model to determine the impact of certain online purchase determinants on the consumer satisfaction in the market of Serbia. A conceptual model is defined, consisting of 26 items categorized into seven variables: security, information availability, shipping, quality, pricing, time, and customer satisfaction. Input model parameters were collected through surveys, with the aid of appropriate Internet tools.

Customer satisfaction often abbreviated as CSAT is a term frequently used in marketing. It is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services ratings exceeds specified satisfaction goals. It is seen as a key performance indicator within business and is often part of a Balanced Scorecard. In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy.

The Benefits and Importance of Customer Satisfaction

You should never ignore the importance of customer satisfaction. There are dozens of factors contributing to the success or failure of a business, customer satisfaction is one of them. Customer satisfaction is defined as a measurement that determines how products or services provided by a company meet customer expectations. Customer satisfaction is one of the most important indicators of consumer purchase intentions and loyalty. Here are 5 solid reasons why customer satisfaction is not only important but also beneficial for your brand! Some research says that it is times more expensive to acquire a new customer than it is to keep a current one.

Factors of customer satisfaction on services. ISSN 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. Moreover, not all organizations, their staff and managers know how to achieve the key driver — customer satisfaction. So this paper takes a look how many of scientists describe the concept of customer satisfaction, and which factors this conception contains the most. Finally, other purpose of this paper is to present why customer satisfaction is so important goal for each organization at the present when the competition is strong and everlasting and despite this fact all want to round up more satisfied customers as far as possible.

The relative satisfaction compares the various competing companies. The level of customer satisfaction is the result of the characteristics of the product or service and. the company's communications and customer experience, and the requirements of the product.


Have you found the meaning of life yet? Now, hold on before you slip into an existential spiral. Even biologists have trouble agreeing on a definition. Defining customer satisfaction is no different. One customer satisfaction definition may be different from the next one, and these definitions co-exist with multiple ways to create satisfaction, and several metrics to measure it.

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Different Views Regarding the Nature of Customer Satisfaction

What is customer satisfaction?

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The Benefits and Importance of Customer Satisfaction

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Kelli T.

You should never ignore the importance of customer satisfaction.



According to English business dictionary, customer satisfaction is the degree of satisfaction provided by the goods or services of a company as measured by the number of repeat customers. Satisfaction was comprised of three basic components, a response pertaining to a particular focus determined at a particular time.



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