Customer Satisfaction

Factors Influencing Customer Satisfaction

● Product

● Sales Activity

● After Sales

● Culture
 Determinants of Customer Satisfaction
● Product and Service Features

● Consumer Emotions

● Attributions for Service Success or Failure

● Perceptions of Equity or Fairness

● Other Consumers, Family Members and Co-workers

Benefits of Customer Satisfaction

● Loyalty

● Repeat Purchase

● Referrals

● Retention

● Reduced Costs

● Premium Prices