Consumer satisfaction or dissatisfaction is not easily assessed by the manufacturer or service provider, as are the abstract and not tangible. The causes are very many. So ... quite difficult to satisfy consumers. However, efforts should still have to realize that the words spoken but the simple 'turn back' for the company to go to "satisfactory" this.
To facilitate the understanding of customer satisfaction this Schnaars identify factors cause the following:
1. Hope
Form expectations before making a purchase. This is a component of the benefit that consumers look for your product or service in the conduct of its duties. Consumers form expectations based on this experience from the use of products or services, communication, word of mouth, marketing activities undertaken company.
2. Results achieved by the product or service
Results achieved by the product or service is the products or services in the running of its duties or in fact can be said is the perception of consumers in measuring the results (the fact) that achieved by the product or service.
Customer satisfaction is reached when the product or exceed expectations according to the desired customers, while dissatisfaction is reached when the product under the expectation that consumers dinginkan.
The product is less than or exceed consumer expectations diskonfirmasi called positive and negative diskonfirmasi. Diskonfirmasi positive performance occurs when the product was expected to exceed what the consumer so that there diskonfirmasi the fun of the previous consumer expectations. And vice versa, diskonfirmasi negative performance occurs when the product is less than what consumers expected diskonfirmasi happen before and that is not fun.
Satisfaction or dissatisfaction affect buyer behavior the next. Consumers are not satisfied that the action will be different from the consumer satisfied. Consumers who are not satisfied will reduce the discrepancy by taking some action such as the protest directly to the seller, to the complaints of consumer organizations, to spread the effect of ugly friends in regard to product or company, or retailer to ultimately stop the action of the company's purchase of products or vendors that concerned.
To facilitate the understanding of customer satisfaction this Schnaars identify factors cause the following:
1. Hope
Form expectations before making a purchase. This is a component of the benefit that consumers look for your product or service in the conduct of its duties. Consumers form expectations based on this experience from the use of products or services, communication, word of mouth, marketing activities undertaken company.
2. Results achieved by the product or service
Results achieved by the product or service is the products or services in the running of its duties or in fact can be said is the perception of consumers in measuring the results (the fact) that achieved by the product or service.
Customer satisfaction is reached when the product or exceed expectations according to the desired customers, while dissatisfaction is reached when the product under the expectation that consumers dinginkan.
The product is less than or exceed consumer expectations diskonfirmasi called positive and negative diskonfirmasi. Diskonfirmasi positive performance occurs when the product was expected to exceed what the consumer so that there diskonfirmasi the fun of the previous consumer expectations. And vice versa, diskonfirmasi negative performance occurs when the product is less than what consumers expected diskonfirmasi happen before and that is not fun.
Satisfaction or dissatisfaction affect buyer behavior the next. Consumers are not satisfied that the action will be different from the consumer satisfied. Consumers who are not satisfied will reduce the discrepancy by taking some action such as the protest directly to the seller, to the complaints of consumer organizations, to spread the effect of ugly friends in regard to product or company, or retailer to ultimately stop the action of the company's purchase of products or vendors that concerned.