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1. Satisfaction
a. Broader concept
2. Service Quality
a. Focuses on dimensions of service
perceived service quality component of customer satisfaction
Customer Satisfaction
1. Consumers fulfilment response
a. Service provides pleasure and fulfilment
2. Factors influencing customer satisfaction
a. Product & service features
b. Consumer emotions
i. Influence of moods, positive emotions
c. Attribution for Success & Failure
i. Perceived cause of event
d. Perception Equity and Fairness
i. Comparison with other clients
e. Other consumers, family memebers etc.
3. National Customer Satisfaction Indices
a. Tracks customer satisfaction at macro level
4. Net promoter Score
a. How likely would you XXX?
i. Promoters (9,10)
ii. Passives (7,8)
iii. Detractors (less 6)
Service Quality
Types of service
1. Pure Service
a. Healthcare, financial service
i. Quality dominant element
2. Combined service
a. IT service, car repairs
i. Quality critical factor
e-service quality
1. E-SQ
a. Extent to which website facilitates efficient and efective
i. Shopping
ii. Purchase
iii. Delivery
2. 4 core dimension of websites
a. Efficiency
i. Ability to get to website
ii. Find desired product and ino
iii. Check out without efort
b. Fulfilment
i. Accuracy of service promised
ii. Products in stock
iii. Delivery on time
c. Reliability
i. Technical functioning of website
d. Privacy
i. Secure credit info
ii. Data is not sold or shared
3. 3 recovery dimensions
a. Responsiveness
i. Ability to provide appropriate info when problem occurs
ii. Handling returns
iii. Provision of online guarantees
b. Compensation
i. Customers receive money back
ii. Reimbursement for shipping
c. Contact
i. Live customer agent availability