CUSTOMER SATISFACTION
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Figure 1 ACSI MODEL 5
Figure 2 - Kano Model 9
Chosen Topic
The broad topic covered in this literature review is the area of Customer Satisfaction.
The authors job is as a Customer Care Manager for Senator Windows for the past 15 years. The area of interest is therefore centred on the elements required to achieve the required level of customer satisfaction and also the methods that can be used to effectively measure it.
Scope
It would be desirable to limit the scope of the research to industry sector and geographies for the industry sector relevant to the authors business. However, this would severely limit and distort the information gleaned (if any). Customer satisfaction is or should be one of the primary goals for and business regardless of its size or geography. In this respect an exhaustive search (Cooper, 1988) would be appropriate. The constraints of mainly time, and also of funding determine that a purposive sample should be taken, examining the key articles, pertaining to the key elements of the topic. The chosen article does not necessarily have to have relevance to the topic, but the application or theories presented must be relevant. The literature chosen should also be recent in issue.
Identified Keywords
Definition
As defined by the Oxford English Dictionary defines satisfaction as “fulfilment of one’s wishes, expectations, or needs, or the pleasure derived from this:”, Equally a customer is defined as “a person who buys goods or services from a shop or business”.
The Bloomsbury Business Library - Business & Management Dictionary presents a definition of the term "customer satisfaction" “It refers to the degree to which customer expectations of a product or service are met or exceeded. It is stated that corporate and individual customers may have widely differing reasons for purchasing a product or service and therefore any measurement of satisfaction will need to be able to
Figure 1 ACSI MODEL 5
Figure 2 - Kano Model 9
Chosen Topic
The broad topic covered in this literature review is the area of Customer Satisfaction.
The authors job is as a Customer Care Manager for Senator Windows for the past 15 years. The area of interest is therefore centred on the elements required to achieve the required level of customer satisfaction and also the methods that can be used to effectively measure it.
Scope
It would be desirable to limit the scope of the research to industry sector and geographies for the industry sector relevant to the authors business. However, this would severely limit and distort the information gleaned (if any). Customer satisfaction is or should be one of the primary goals for and business regardless of its size or geography. In this respect an exhaustive search (Cooper, 1988) would be appropriate. The constraints of mainly time, and also of funding determine that a purposive sample should be taken, examining the key articles, pertaining to the key elements of the topic. The chosen article does not necessarily have to have relevance to the topic, but the application or theories presented must be relevant. The literature chosen should also be recent in issue.
Identified Keywords
Definition
As defined by the Oxford English Dictionary defines satisfaction as “fulfilment of one’s wishes, expectations, or needs, or the pleasure derived from this:”, Equally a customer is defined as “a person who buys goods or services from a shop or business”.
The Bloomsbury Business Library - Business & Management Dictionary presents a definition of the term "customer satisfaction" “It refers to the degree to which customer expectations of a product or service are met or exceeded. It is stated that corporate and individual customers may have widely differing reasons for purchasing a product or service and therefore any measurement of satisfaction will need to be able to
Bibliography: Bloomsbury Business Library - Business & Management Dictionary. 2007, p2178-2178. 1p. Oliver, R. Satisfaction: A Behavioral Perspective on the Consumer. Boston: McGraw-Hill, 1997. J. Montier, Behavioural Finance: Insights into Irrational Minds and Markets, 1st ed., Wiley, 2002. Kano, N., Seraku, N., Takahashi, F. and Tsuji, S. (1984), “Attractive quality and must-be quality”, Journal of Japanese Society for Quality Control, Vol. 14 No. 2, pp. 39-48. Arash Shahin, Masoud Pourhamidi, Jiju Antony, Sung Hyun Park (2012),Typology of Kano models: a critical review of literature and proposition of a revised model, International Journal of Quality & Reliability Management, Vol. 30 No. 3, 2013, pp. 341-358 Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), “A conceptual model of service quality and its implications for future research”, Journal of Marketing, Vol. 49 No. 3, pp. 41-50. Nitin Seth and S.G. Deshmukh and Prem Vrat (2005) “Service quality models: a review” International Journal of Quality & Reliability Management Vol. 22 No. 9, 2005 pp. 913-949 D.Das, ―An Empirical Study To Build A Theoretical Framework That Can Determine Customer Satisfaction In Terms Of People, Process & Physical Evidence,‖ in Service Marketing Practices in India: Changing Paradigms, S.Saibaba, A.Santikary and P.K.Mohanty, Eds. Hyderabad: SSIM, 2012, pp. 135–143.