Questions and Answers
What is compared to prior expectations in customer satisfaction?
What is the result of customers' overall assessment of their perceptions of the service?
What does 'P=E' stand for in the context of customer satisfaction?
What is included in the customer's overall assessment of the service?
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What is the outcome when customers' perceptions of the service exceed their prior expectations?
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Study Notes
Customer Satisfaction and Confidence
- Customer satisfaction is the outcome of customers' overall evaluation of their perceptions of the service.
- The service process, experiences, and outcomes are considered in this evaluation.
- Outcomes include the quality of the products, benefits obtained, and perceived value for money.
- Customer satisfaction is determined by comparing these perceptions to prior expectations.
- Three possible scenarios of customer satisfaction exist:
- (P=E): Customer satisfaction when perceptions meet expectations.
- (P>E): Customer satisfaction when perceptions exceed expectations.
- (P
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Description
Assess customer satisfaction through their perceptions of service quality, outcomes, and value for money, comparing to prior expectations.
