CUSTOMER SATISFACTION

Customer Satisfaction

Customer Satisfaction

Introduction

Customer satisfaction research is conducted to determine the client's reaction or feelings about the value received for the goods or services purchased or provided (usually but not always, some form of compensation). This type of research usually evaluates a specific product or service offering during or after use, usually through the vehicle of a customer satisfaction survey. These surveys, customer satisfaction ratings and other assessment techniques, the performance of a "report card" of the supplier's strengths and weaknesses that the provider can use to improve product or service offered. Customer satisfaction research is used across the spectrum of industries, including a wide range of different aspects of health care, pharmaceutical companies to hospitals, clinics and private practice, suppliers of medical equipment.

Resaerch Problem

Most research focuses on customer satisfaction attributes of the product or service or the features in terms of their importance or how well the organization performs in delivering them. These attributes or characteristics are measured against what is known as a standard of comparison, in essence, a benchmark for that particular area of product performance or service. For example, patients in a medical practice, clinic or emergency room, we all have mental benchmarks of past experience and personality characteristics of the individual in time is acceptable to be in a waiting room. That time is usually a range of acceptability, the standard of comparison.

Literature Review

If that range of acceptability is exceeded, the customer experience that is characterized by negative disconfirmation or dissatisfaction with that aspect of the service offered by that particular provider. This dissatisfaction or negative disconfirmation grows in direct proportion to the increased amount that exceeds the benchmark. On the contrary, if the range of acceptance is less than the benchmark, the client experiences as regards as positive disconfirmation or satisfaction with the aspect of ...