Dr.K.Baranidharan
Present by…
TOTAL
QUALITY
MANAGEMENTTQM
218 August 2013
CUSTOMER
SATISFACTION
Presented by
Dr.K.Baranidharan
Customer satisfaction
• “an expression of dissatisfaction on a
consumer’s behalf to a responsible party”
• Consumer compla...
CUSTOMER SATISFACTION
• The most important asset of any
organization is its customers
• Satisfied customers pay their bill...
ORGANIZATIONAL HIERARCHIAL
DIAGRAM
•
7
CUSTOMER SATISFACTION
• Customers experience of a
product or a service is multifaceted
so hard to determine
• It needs to ...
CUSTOMER SATISFACTION
• Customer satisfaction should not
be viewed in a vacuum.
• For example, a customer may be
satisfied...
CUSTOMER SATISFACTION
• Similarly customer’s
view about a product or
service are useless if
customer’s view about
competit...
CUSTOMER SATISFACTION
• The value customers
places on the product
compared to another
may be a better
indication of custom...
Factors Influencing Customer
Satisfaction
• Product quality
• Service quality
• Price
• Specific product or service featur...
Internal Customer:
Inside the company are called
internal customers.
Example: department,
management, staff,
ervery person...
External Customer:
outside the company are called
external customers.
Who uses the product or
services
Who purchases the p...
• 1.purchaser (any one)
• 2.end user/ultimate customer (finally benefits
from the product)
• 3.merchants (realer, wholesal...
Dr.K.Baranidharan
THANK YOU
EE&FA - Cobb-Douglas Production Function - FINAL YEAR CS/IT - SRI SAIRAM INSTITUTE OF TECHNOLOGY - DR.K.BARANIDHARAN
Upcoming SlideShare
Loading in …5
×

EE&FA - Cobb-Douglas Production Function - FINAL YEAR CS/IT - SRI SAIRAM INSTITUTE OF TECHNOLOGY - DR.K.BARANIDHARAN

454 views
353 views

Published on

EE&FA - CUSTOMER SATISFACTION - FINAL YEAR CS/IT - SRI SAIRAM INSTITUTE OF TECHNOLOGY - DR.K.BARANIDHARAN

Published in: Business, Education
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
454
On SlideShare
0
From Embeds
0
Number of Embeds
1
Actions
Shares
0
Downloads
12
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

EE&FA - Cobb-Douglas Production Function - FINAL YEAR CS/IT - SRI SAIRAM INSTITUTE OF TECHNOLOGY - DR.K.BARANIDHARAN

  1. 1. Dr.K.Baranidharan Present by…
  2. 2. TOTAL QUALITY MANAGEMENTTQM 218 August 2013
  3. 3. CUSTOMER SATISFACTION Presented by Dr.K.Baranidharan
  4. 4. Customer satisfaction • “an expression of dissatisfaction on a consumer’s behalf to a responsible party” • Consumer complaints are usually informal complaints directly addressed to a company or public service provider, and most consumers manage to resolve problems with products and services 5
  5. 5. CUSTOMER SATISFACTION • The most important asset of any organization is its customers • Satisfied customers pay their bills promptly which greatly improves cash flow – the lifeblood of any organization 6
  6. 6. ORGANIZATIONAL HIERARCHIAL DIAGRAM • 7
  7. 7. CUSTOMER SATISFACTION • Customers experience of a product or a service is multifaceted so hard to determine • It needs to be measured individually to get an accurate total picture of customer satisfaction 8
  8. 8. CUSTOMER SATISFACTION • Customer satisfaction should not be viewed in a vacuum. • For example, a customer may be satisfied with a product or service and therefore rate the product or service highly in a survey and yet same customer may buy another product. 9
  9. 9. CUSTOMER SATISFACTION • Similarly customer’s view about a product or service are useless if customer’s view about competitors products are not understood. 10
  10. 10. CUSTOMER SATISFACTION • The value customers places on the product compared to another may be a better indication of customer loyalty. 11
  11. 11. Factors Influencing Customer Satisfaction • Product quality • Service quality • Price • Specific product or service features • Consumer emotions • Attributions for service success or failure • Perceptions of equity or fairness • Other consumers, family members, and coworkers • Personal factors • Situational factors 12
  12. 12. Internal Customer: Inside the company are called internal customers. Example: department, management, staff, ervery person in a process is considered as a customer of the preceding operations. TYPES OF CUSTOMER 13
  13. 13. External Customer: outside the company are called external customers. Who uses the product or services Who purchases the product or services Who influences the sale of the product or services. 14
  14. 14. • 1.purchaser (any one) • 2.end user/ultimate customer (finally benefits from the product) • 3.merchants (realer, wholesalers, agent, distributor, brokers) • 4.processors (use the product out/input parts) • 5.suppliers (who provide input (raw materials) • 6.potential customers (not currently using the product but capable of becoming customers) • 7.hidden customers (great influence over the product design, ) 15
  15. 15. Dr.K.Baranidharan THANK YOU

×