Customer Satisfaction And Confidence PDF
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Uploaded by GraciousHeliotrope8526
R.V. College of Engineering
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Summary
This document discusses customer satisfaction and confidence, focusing on how customers perceive services compared to their expectations. It outlines several key concepts related to service quality and measuring customer satisfaction.
Full Transcript
Customer satisfaction and confidence Customer Satisfaction is the result of customers’ overall assessment of their perceptions of the service (the service process, their experiences and outcomes such as the quality of the ‘product...
Customer satisfaction and confidence Customer Satisfaction is the result of customers’ overall assessment of their perceptions of the service (the service process, their experiences and outcomes such as the quality of the ‘products’, the benefits obtained and perceived value for money), compared to their prior expectations. (P=E), (P>E), (P
