Got a tricky question? Receive an answer from students like you! Try us!

Discuss the Critical Factors Relating to Customer Expectations - Essay Example

Only on StudentShare
Undergraduate
Essay
Marketing
Pages 9 (2259 words)

Summary

Discuss the critical factors relating to Customer Expectations and the ways in which organizations can ensure that these expectations are consistently met or exceeded Customers are users of products and services provided by businesses. Every customer has some expectations from the product he/she uses…

Extract of sample
Discuss the Critical Factors Relating to Customer Expectations

The customer today has become more demanding and is only satisfied as long as his requirements are constantly met (Ward 1994). The success of a company largely depends on customer satisfaction and for this the businesses throughout the world are focusing on measuring and improving the satisfaction level of both internal and external customers. The expectations of the customers are simple; all they desire are timely quality solutions within budget. Meeting these expectations results in customer satisfaction. The basic condition for delivering superior service is to understand customer expectations; customers have preconceived expectations when judging a firm’s service. The Theory of Expectations is the most commonly accepted theory in this regard. It states that the customer has a predetermined standard of expectations and the satisfaction or dissatisfaction results from a comparison between these predetermined sets of expectations and the actual performance of the product or the service (Swamidass 2000). Given the fact that the extent to which customer expectations are met will decide their level of satisfaction from the services, it is very important to understand their expectation in the first place and then to deliver on those expectations (Rai 2007). ...
Download paper
Not exactly what you need?

Related Essays

The Impact of New Media on CRM-Systems
The intention of this study is growing a business as a practice that business owners, employers and managers do not have an option to. Once businesses are established, they must be taken trough the tough task of nurturing them to grow. Business growth and development has however become even more challenging in the face of global economic meltdowns. The prevailing economic crisis has resulted in massive competition among businesses of all sizes to survive the tension and pressure. It is not surprising therefore that a lot more companies – even bigger corporations are closing down. Some of the…
41 pages (10291 words)
Critical Factors that Influence Supplier Selection
Capacity Capacity refers to a subject’s potential to meet particular expectations. An organization within a supply chain has demands to meet and requires necessary and sufficient supplies to meet such demands. As a result, a supplier’s ability to meet required capacity in delivery is of great importance. A good supplier should therefore be one that is able to deliver orders according to quotation’s specifications and one that is flexible and can adjust to emergency needs for high quantity deliveries. Evaluating a supplier’s capacity should therefore look into the suppliers supply chain…
3 pages (753 words)
Customer analysis
The hotel management has had discussions and is continuing to conduct further discussions with the event planners, especially the wedding planners from the Indian community in order to expand its customer base. It will also conduct road shows and take part in wedding conventions to promote and create awareness of their products. This region is projected to account for over a third of the hotel’s revenue in Singapore. Primary targets of MBS include Malaysia, Thailand, Indonesia, Singapore and Vietnam (Majumder, 2010). According to Tanasijevich (2011), Malaysia is expected to produce 10…
6 pages (1506 words)
customer services
Purchasing, product quality and product manufacture may never interact or talk to clients directly, yet they are crucial aspects in meeting the needs of the customers. If a business wants to deliver costly goods that, does not work and make late delivery, this affects consumer service in the same way as the effects of rude sales representative will do. The entire business should consolidate its efforts to offer adequate and effective customer service. The paper will investigate different ways of enhancing customer service to enhance the profitability of an enterprise. Discussion In a bid to…
4 pages (1004 words)
Automobile (Toyota in Saudi Arabia) customer reponces to price changes according to cusomer segmentation
. 4 1.2 Problem Statement . 8 1.3 Aims or Purpose of this Study. 9 1.4 Research Objectives . 9 1.5 Research Questions . 10 1.6 Significance of the Study . 10 1.7 Rationale for Choosing the Research Topic. 10 1.8 Research Procedure. 12 1.9 Scope and Limitations . 13 1.10 Chapter Summary . 14 2. Literature Review . 14 2.1 Conceptual Framework and Research Hypothesis . 15 2.1.1 Conceptual Framework . 15 2.1.2 Research Hypothesis for Further Verification .
5 pages (1255 words)
Customer Management
For instance, CRM vendors are integrating functions of business intelligence via internal product enhancement; in fact, this process is involving seeking support from third parties. In this case assessment of CRM capability is considered as a way of bolting on analytics to operational CRM in order to create work for enterprises. In situations, where CRM customers are involved capability assessment becomes indispensable due to identification if crucial word that would drive vendor features set. There are situations where integration trend in the CRM systems that may render business-intelligence…
8 pages (2008 words)
customer value
The main points discussed in the paper will be summed up in the conclusion. Samsung Electronics is based in South Korea and it specialises in manufacturing and distributing a wide range of consumer electronic products. The company was founded in 1938 and it has been involved in business of manufacturing electronic products for quite a long time. The company also has many affiliates as well as subsidiaries that operate under its brand name. According to the company’s 2012 annual report, Samsung is the world’s largest mobile phone manufacturer as indicated by the unit sales of the products.…
8 pages (2008 words)