1. Customer satisfaction considered as the most reliable feedback. 2. Providing client preferences and experiences. 3. There is general agreement that satisfaction is a person’s The question posed by this paper for discussion'Customers cannot be satisfied until all causes for dissatisfaction are eliminated' is entirely false. Customer satisfaction levels are determined 25/12/ · We will write a custom Essay on Customer Satisfaction Management specifically for you for only $ $11/page certified writers online Learn More Introduction Creating
Customer Satisfaction essays
Creating customers is an important thing in a business since it is the customers who determine the direction that the business takes. Even though time and effort are important factors in determining the improvements to be made in services and products, customers still remain to be the main determinants of the future success of the business. Consequently, quality customer service is important for anyone who wants their business to prosper. Customer service can either make or break a business since it involves the key players; customers. Most of the activities that are undertaken in a business such as business planning, marketing strategies, and amount of sales depend on the customers.
People get into businesses so that they can generate income through the services and products they offer, in our case, it is the services that are offered by the staff. The customers are in need of these services but they want to establish if the services are satisfactory. To attain the business goal, it is important to design methods that will meet the needs of the customers well Asiado, A decline in service quality can have serious consequences since customers may opt to receive the same services from other service providers. This means that the business will lose its customers hence incurring losses. To ensure that the services offered to clients customer satisfaction essay satisfactory, managers need to come up with ways that can analyze the operations of their businesses particularly service quality.
In some cases, the mode of analysis has to be designed in a way that the staff members are not aware that they are being watched to avoid cases of fabrication. This ensures that the findings are accurate hence customer satisfaction essay becomes possible for the managers to come up with suitable solutions to make improvements. When it comes to analyzing and measuring service quality of the business, the gap analysis would be the best model to provide accurate results. The gap model is a valuable tool that is useful in the identification and rectification of service delivery gaps.
The process of marketing services is different from that of marketing goods. This is because services are characterized by their insubstantial, varied, undividable and unpreserved nature. When marketing services, there are five factors that are important in attaining and maintaining customer loyalty. Reliability, assurance, customer satisfaction essay, tangibles, responsiveness, and empathy are the five main factors, customer satisfaction essay. Each of these factors can be important in determining service quality of the business. This is because if any of these factors does not meet the needs of the customers well, then the quality of the services goes down.
It is important to note that low service quality can be come about if one or more of these factors are poorly handled. Customer complains ought to be appreciated and taken seriously. The management cannot overlook these complains since they act as a parameter for determining what the customers have in mind, customer satisfaction essay. Karatepe, Yavas, and Babakus note that managers should take note of the areas that do not meet the needs of the customers in the rightful manner. This will enable them to formulate policies that will help in rectifying the problem before it gets out of hand. In this case, customer satisfaction essay, some customers including those that are of great importance have complained about the poor services.
This is no coincidence, there has to be some truth in the claims. It is important to analyze the situation so that solutions can be sought thus we can improve the relationship with the customers. This is about attempting to earn back their trust since some of them have lost faith in the ability of the staff to provide satisfactory services. Trying to customer satisfaction essay the issues is important since it makes the customers to know that their complains are important and that something is being done to rectify the problem, customer satisfaction essay. Poor services will be a result of poor understanding of what each of these factors entails or negligence on the part of the staff.
Given that this branch has been rated customer satisfaction essay five in the last three years; it means that customers have noted a negative change in the way that services are provided. Customer complains cannot be overlooked since customers have a right to receive quality services. Failure to handle the above factors in the right way when providing services to customers creates gaps in service quality hence failing to meet the needs of the customers well. This means that customer satisfaction essay expectations of the customers are not met adequately. Allred 22 suggests that the five factors are the most important parameters when it comes to determining gaps in the service quality.
Once we attain the true picture of the services provided, the information will pave way for the formulation of appropriate policies to close the gaps Chowdhary, The policies formulated should ensure that the customer satisfaction essay or more customer satisfaction essay the dimensions are rectified to meet the needs of the customers. It is important to look at each and every dimension so that we can explore how it can be used to analyze the branch operations when it comes customer satisfaction essay service quality. The service quality gap model determines the gap between the desired customer satisfaction essay actual quality of the services provided, customer satisfaction essay.
In business, the term reliability refers to the ability to deliver services perfectly and reliably. Customers enjoy receiving services from well trained customer satisfaction essay who are able to deliver services in a professional manner. The presence of untrained staff is worrisome since the manner in which these people deliver services may not meet the needs of the customers. Reliability in business ensures that customers have faith in the ability of the business staff to provide quality services. When customers complain, customer satisfaction essay, it means that the services offered do not meet their needs in a desirable manner, customer satisfaction essay.
The long queues could imply two things, either the number of clients have increased tremendously or the staff are not competent enough when it comes to speed. The fact that customers have complained regarding this issue means that there might have been a change of behavior from the staff when it comes to providing services. It is important customer satisfaction essay establish customer satisfaction essay factors have changed in service provision over the years. Given that some customers have complained about transaction errors, it is important to find out what could have brought about these errors.
It is not wise to assume that the staff is customer satisfaction essay for the errors since the systems could have developed some technical problems that need to be rectified, customer satisfaction essay. According to Krishnamurthy, Raja, and Kumar 23a drop in reliability could be as a result of many factors hence it is important to consider all the possible causes of the case. Advancements in technology have changed the mode in which the exchange of goods and services operates. It is important to keep updated with the latest technological advancements so that the customers can be served well. Failure to have this knowledge may result into a conflict between customer expectation and how the management perceives it.
This means that the management is not aware of what the customers need and as a result, the policies formulated do not meet the needs of the customers. This gap could have negative consequences since the customers may start to complain about the quality of the services. Following this, it is important to interview some customers on what their expectations are and what aspects they do not like about the services. Customers will definitely speak their mind since they want things to be rectified as soon as possible. Questions like; how long have you been a member of this bank? Have you been enjoying the services? Are the services accurately and perfectly offered? What aspects do you detest in the way the services are offered?
Have you noted any changes in the way the services are offered over the years? If yes, what aspects customer satisfaction essay changed? Why do you think these aspects have changed? Suggest what should be done to rectify the problem Lai, Answers to these questions can provide useful information that can enable the management to discover what the customers need. The questionnaires to be issued should be short and to the point. The questionnaires should be given to the customers after they receive the services. Assurance is a term that to the knowledge and precision of customer satisfaction essay and their transparency when it comes to serving the customers Lenka, This is important since it fosters the relationship between the customers and the staff.
The management needs to be aware of the degree of knowledge that relates to giving services to customers. Knowledge is dynamic and the needs of the customers keep changing with time. The staff members are expected to advance their knowledge with time since technological changes demand so. Errors may mirror a lack of prudence when offering the services or the lack of knowledge to perform the transactions. In an attempt to establish why errors occur during the transactions, customer satisfaction essay, the staff needs to be questioned on why such errors occurred. One thing that is evident is that the error could have occurred due to technical problems or lack of carefulness on the side of the staff.
It is important to note that the error could have occurred as a result of a combination of the two factors Roy, The ability of the staff members to earn the trust of the customers is important, customer satisfaction essay. This is because the customers enjoy receiving services from people they can trust particularly when it comes to asking for clarification on some issues. To establish whether the customers have earned trust in the staff, one can observe their behavior when they are in the banking hall. If the customers show a tendency to confirm what member of the staff is serving a certain queue before joining the queue, customer satisfaction essay.
This will mean that the customers have preferences when it comes receiving services from staff Solomon, If some queues are shorter than others, customer satisfaction essay, then this means that some staff members do not have the ability to earn the trust of the employees. This means that the customers are more comfortable receiving services from some staff and not others. This issue may bring about a gap in service quality standards and the mode of service delivery. It is evident that the management is aware of the desired degree of service and that it has specified what standards need to be maintained. Due to this, customer satisfaction essay, the poor quality service could have been brought about by the poorly trained staff.
Their level of skills is low hence they lack the ability to execute their roles well. Roy 57 suggests that failure to fully understand what is expected from an employee is a major cause of complains since the mode of service delivery may be poor. Poor employee performance cannot be blamed on the management since it has played its roles well. Some staff members have not shown competence in carrying out their roles hence it can be assumed that they do not good mastery of the facts customer satisfaction essay the necessary skills that are needed to perform as per the expectations.
The new employees seem to lack the necessary skills to offer the services. This could indicate that the staff had received poor training hence they have a hard time performing their tasks Roy, Although their academic credentials show that they have successfully completed the course, it is possible that these people attained their grades through illegal means hence the grades do not necessarily reflect their capability. It would be important to interview the new members to establish which ones need more training. Tangible is a term that is used to describe the facilities, apparatus and communication tools. This is generally referred to as the physical proof of amenities.
What is Customer Satisfaction? - Definition and How to Measure Customer Satisfaction
, time: 4:05Customer Satisfaction Essays: Examples, Topics, Titles, & Outlines
15/06/ · Customer Satisfaction Satisfaction is a person’s feeling of pleasure or disappointment resulting from comparing a product’s perceived performance in relation to The question posed by this paper for discussion'Customers cannot be satisfied until all causes for dissatisfaction are eliminated' is entirely false. Customer satisfaction levels are determined 21/02/ · Customer Satisfaction and Customer PrivacyCustomer relationship management (CM) has become critical for modern business organizations because of the value of potential and current customers. Despite the significance of CM, service providers tend to overlook the contribution to satisfaction from other customers in the service environment because of
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