Customer Satisfaction

Chapter 1

The Problem and Its Background

A Study on the Customer’s Satisfaction that a Superior Brand can Offer

Background of the study:

How important is customer satisfaction in choosing a superior brand? “The reputation of a business may be affected by what its customers think and say about its products (…). This is driven by the experience of customers when dealing with the business. High quality products will encourage customers to become regular or repeat users or purchasers. On the other hand, a poor customer experience may damage a business through loss of consumer confidence.” (Wilson 2012) In this paragraph Wilson stated that the satisfaction of the customer about a product is important because it will hold their reputation. If there is good customer experience it will help a business through gaining good image and increase the number of loyal customers.

We conducted a research about customer’s satisfaction because as indicated in the book entitled “Customer Satisfaction Measurement Simplified published” by Terry Vavra “Satisfaction is a customer’s emotional response to his or her evaluation of the perceived discrepancy between his or her prior experience with and expectations of our product and organization and actual experienced performance as perceived after interacting with our organization and consuming our product. We believe that customers’ satisfaction will influence their future reactions toward our organization (readiness to repurchase, willingness to recommend us, willingness to pay our price without haggling and seeking a lower-cost provider).” ( Vavra 2002,pg.5)

For additional information, here are some tips to bring some quality to your products. According to ”http://bip.softwarejewel.com” “First, they should study the trends and fads. It necessarily dictates quality work. What’s in today might not make much sense few months from now. While it’s important to be...