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CUSTOMER SATISFACTION is the customer perception that offer system of…
CUSTOMER SATISFACTION is the customer perception that offer system of company has achived or passed its expectations regarding the set of benefits and costs relevant to him with the aim to purchaise and enjoy the offer system
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Customer loyalty
A loyal customer
Buys again the product and he is allowing to pay an high price and put less pressure on the discounts
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The market share of company for that product reaches a stable level allowing the company to maintain the price, without reducing it to attract new customers
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ServQual Method
Measurement method used for carrying out market research with the aim to monitor the quality level of a service or a set of services provided by a company.
The ServQual method allows to measure the perceived quality of the service offered by a specific company trought assesment of existing difference between customer expectations and perceptions