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“ Losing Customer Through Customer Satisfaction Survey A Study Of Missing Elements In Customer Satisfaction”

3763 words - 16 pages

Chapter 1: Introduction
1.1 Overview
Few reporters might deny that client fulfilment is vital. However why it in is this way, and where has this generally late expansion to our business concerns originated from, and would it say it is going to stay around? In the event that we can see how it now be such a characteristic of the way we work together today, then we can understand whether it is going to keep on having an effect, and afterward make an insightful, educated evaluation of whether it is something worth contributing time, cash and human assets in. (Taylor, 1995)
The Customer Satisfaction Survey is a tool which majority of the organizations use to gain feedback with respect ...view middle of the document...

4 Outline of the Study
First of all we have to keep in mind that we our question should above all focus on the priorities of the customers, not the priorities we assume a customer might have but the customer’s actual priorities based on his/her characteristics income and behavioral psychology.
Second step of the survey would be to make the questionnaire as simple as possible. Using multiple choice questions to minimize the chances of ambiguity between the customer’s perception and the perception of the analyst. Furthermore using a ranking scale permits you to make a standard, and then when compared to any other or previous research you can track when you fall below the set standard.
Thirdly according to previous researches we have discovered that the concept of customer loyalty depends heavily upon on the satisfaction the customer has gained from it. The moment a customer’s fails to derive the satisfaction he/she intends to gain from the utilization of a good or service that moment he/she start to look for alternatives to satisfy his/her need, even if he is not consciously aware of it.


1.5 Definitions
1.5.1. Customer Satisfaction:
Customer Satisfaction is a term used to show how the products or services which have been to the customer by the organization surpass their needs or desire.

Chapter 2: Literature Review
A key component that impacts consumers′ decision of retailers, and other administration suppliers, is client administration. Case in point, numerous individuals decide to shop at specific stores, do their managing an account at a specific money related organization, stay at a particular lodging, consume at specific restaurants, or take their apparel to a specific dry cleaner, and so forth., focused around the level of client administration gave by that foundation. This part of client administration envelops such elements as the level of responsiveness, cordiality, unwavering quality, and expeditiousness of representative. (Blodgett, Wakefield, & Barnes)
The prime objective of this research is to examine the various proximities that evaluate the directives of customer satisfaction through a varied array of domains. This study highlights various methodologies developed over a period of time based upon signifying components of services offered in educational institutes that measure their satisfaction. This research work highlights the practice tools which were adopted in carrying out a questionnaire based survey which was focused on being an operative tool rather a research study. The major challenge is identifying directives(tools) to base the evaluation upon; in designing an assessment framework. Considering a survey for an educational institute as proposed in this study work were the varying levels of experiences students familiarize themselves with during their tenure of education and quality of study that they are getting. The survey in this regard was designed focusing primarily on the present methodology of...

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