Professional Documents
Culture Documents
By
ACKNOWLEDGEMENT
This project work has been a great experience SUMITThis work would not have been possible without the help, cooperation, constructive suggestion and well wishes of many people. I would like to thank all of them, as I mention a few here. I owe my profound respect to , my project guide ,, and express my deep sense of gratitude and indebtedness for Their inspirations, valuable and scholarly guidance, imperative suggestions and personal attention at each stage of the Work. Their gamut of knowledge, dedication towards research, exemplary devotion and trust towards me has been unique and is the prime key behind the success of this project. her personality has been instrumental in blending an exciting spirit and atmosphere for research. It has been a great opportunity and experience to work with her, as I will forever cherish the deep interaction I had with her. Finally, I am most grateful to my parents for their moral support and blessings and for being an immense source of inspiration for me all through my life.
DECLARATION
This work has not previously been accepted in substance for any degree and is not being concurrently submitted in candidature for any degree / diploma . Signed: .. Date: .. Statement 2 This project is the result of my own independent work/investigation, except where otherwise stated. Other sources are acknowledged by giving explicit references. A bibliography is appended.
Signed: .. Date:
Customer satisfaction
Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four perspectives 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
expanded by Berry in 2002 and known as the ten domains of satisfaction. These ten domains of satisfaction include: Quality, Value, Timeliness, Efficiency, Ease of Access, Environment, Interdepartmental Teamwork, Front line Service Behaviors, Commitment to the Customer and Innovation. These factors are emphasized for continuous improvement and organizational change measurement and are most often utilized to develop the architecture for satisfaction measurement as an integrated model. Work done by Parasuraman, Zeithaml and Berry between 1985 and 1988 provides the basis for the measurement of customer satisfaction with a service by using the gap between the customer's expectation of performance and their perceived experience of performance. This provides the measurer with a satisfaction "gap" which is objective and quantitative in nature. Work done by Cronin and Taylor propose the "confirmation/disconfirmation" theory of combining the "gap" described by Parasuraman, Zeithaml and Berry as two different measures (perception and expectation of performance) into a single measurement of performance according to expectation. According to Garbrand, customer satisfaction equals perception of performance divided by expectation of performance.
6. Anticipate Your Client's Needs & Go Out Of Your Way to Help Them Out
Sometimes this is easier said than done! However, achieving this supreme level of understanding with your clients will do wonders for your working relationship. Take this as an example: you're working on the front-end for your client's exciting new ecommerce Endeavour. You have all the images, originals and files backed up on your desktop computer and the site is going really well. During a meeting with your client he/she happens to mention a hard-copy brochure their internal marketing people are developing. As if by magic, a couple of weeks later a CDROM arrives on their doorstep complete with high resolution versions of all the images you've used on the site. A note accompanies it which reads: "Hi, you mentioned a hard-copy brochure you were working on and I wanted to provide you with large-scale copies of the graphics I've used on the site. Hopefully you'll be able to make use of some in your brochure." Your client is heartily impressed, and remarks to his colleagues and friends how very helpful and considerate his Web designers are. Meanwhile, in your office, you lay back in your chair drinking your 7th cup of coffee that morning, safe in the knowledge this happy customer will send several referrals your way.
Clients don't like to be disappointed. Sometimes, something may not get done, or you might miss a deadline through no fault of your own. Projects can be late, technology can fail and sub-contractors don't always deliver on time. In this case a quick apology and assurance itll be ready ASAP wouldn't go amiss.
Conclusion
Customer service, like any aspect of business, is a practiced art that takes time and effort to master. All you need to do to achieve this is to stop and switch roles with the customer. What would you want from your business if you were the client? How would you want to be treated? Treat your customers like your friends and they'll always come back.
4) Purchase - acquirement of the chosen option of product or service. 5) Consumption - utilization of the procured option. 6) Post-purchase alternative re-evaluation - assessment of
whether or not and to what degree the consumption of the alternative produced satisfaction.
interviews, focus group interviews, observations, mystery shopping, and psychographic portrait of customers. A number of drawbacks and benefits pertaining to the tools have been pointed out and discussed. Both the Research models and the tools, while diverse to a different extent, were found to be useful for application in the PSS research area.
CONCLUSIONS
The environmental impacts of ever increasing consumption throughout the world have been recently recognized. Many solutions have been proposed to combat the rising levels of consumption. One of the concepts suggested as a potential solution to reduce consumption levels is the concept of productservice systems (PSS). The concept proved to be viable in the business-to-business context. However, in the private Consumer markets, it has been less successful, both in terms of economic viability and environmental impact reduction. User behaviour has been named as the primary reason for this situation. To address this problem, either behavioural or service system design changes are needed. Changing human behaviour and existing lifestyles contribute to the vision of sustainable development, but it proves to be an insurmountable task over a short period of time. Alternatively, changing the design of product-service system to reduce the behavioural pitfalls could be a potentially easier way towards sustainable development. Changing system design requires understanding how consumer acceptance of more sustainable solutions is formed, influenced or changed, what are the influencing factors and what are the leverage Points for the best results with lowest costs. Understanding consumer perceptions and behaviour in this context is crucial. However, the consumer decision-making process is much more complex and intricate than just a simple decision about shifting from owning a product towards paying per use of it. Throughout this study we demonstrated that products are not seen purely for their functional features, but rather products are complex combinations of various attributes, which, together with functionality, also bring status, serve as a key to a certain social class, reinforce self-esteem, and much-much more.
Therefore, the goal of this study was to take a step towards a better understanding of the complexity of the phenomena we are aiming to change. We did that by looking at how different disciplines perceive the consumption process in general and the consumer decisionMaking process in particular. We saw the wealth of theories and frameworks being developed trying to solve this puzzle. We then looked closer at the potentially most promising models, which could prove useful in understanding the consumer decision-making process in the context of ownerless consumption. We also found some useful tools, which can be employed for collecting information about and from consumers. Identified frameworks and tools were then evaluated for suitability in the PSS context. We also provided some suggestions and examples for how several presented models could be operationalised in the PSS context. Some important lessons were learned from this study: The consumer is a moody creature swinging between rationality and emotional behaviour. All disciplines we looked at addressed consumption from some perspective.