1. CUSTOMER VALUE
 Is the difference between the prospective
DETERMINANTS OF CUSTOMER SATISFACTION CUSTOMER LOYALTY
customer’s evaluation of all benefits and all  is a deeply held commitment to re-buy or
the cost of an offering and perceived re-patronized a prefered product or service
alternatives.
in the future despite situational anfluences
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 *Buying decisions based on judgments and marketing efforts having the potential
to cause switching behavior.
formed about the value of marketing offers
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 *Customer expectations based on past
buying experiences
 *Today’s most successful companies raising
CUSTOMER SATISFACTION
expectations and delivering performance to
match.
 Satisfaction is a person’s feelings of
pleasure or disappointment resulting from
comparing a product’s perceived
performance (or outcome) with the
performance he expects of it.
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DETERMINANTS OF CUSTOMER PERCEIVED
VALUE
HIGHLY SATISFIED CUSTOMERS
*Stays Buyer Longer
*Buys More
*Talks Favorably about Products
*Offers Ideas
*Costs Less than New Customer