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Questions and Answers
What is compared to prior expectations in customer satisfaction?
What is compared to prior expectations in customer satisfaction?
What is the result of customers' overall assessment of their perceptions of the service?
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 does 'P=E' stand for in the context of customer satisfaction?
What is included in the customer's overall assessment of the service?
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?
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.
