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

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SRI SAIRAM INSTITUTE OF TECHNOLOGY, CHENNAI

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

Business Education

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 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

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

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

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

CUSTOMER SATISFACTION
• Similarly customer’s
view about a product or
service are useless if
customer’s view about
competitors products
are not understood.
10

CUSTOMER SATISFACTION
• The value customers
places on the product
compared to another
may be a better
indication of customer
loyalty.
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

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

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

• 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

Post-purchase dissonance is doubt or anxiety experienced after making a difficult purchase decision. Factors like the number of alternatives considered and substitutability of options can influence dissonance. Consumers may also regret purchases if the product fails to meet expectations or they find out foregone alternatives were better. Approaches to reduce dissonance include increasing desirability of the chosen brand and decreasing desirability of rejected brands. Satisfaction depends on expectations; focusing on satisfying customers totally is important for loyalty rather than immediate repurchase. Dissatisfied customers may still repurchase due to lack of alternatives, while satisfied customers may switch seeking better options.

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Supply functions represent the quantity of a commodity that producers will supply at a given price, level of technology, input prices, and other factors. A supply function mathematically relates the supply of a product to its determinants as independent variables. The supply of a product X is a function of its price, production costs, technology, government policy, and other factors. A firm's supply function can be simplified to focus on the relationship between supply and price by holding other variables constant. A linear supply function is commonly written as Qs = c + dP, where quantity supplied is a function of price.

EEFA - DETERMINANT OF SUPPLY - FINAL YEAR CS/IT - SRI SAIRAM INSTITUTE OF TEC...

SRI SAIRAM INSTITUTE OF TECHNOLOGY, CHENNAI

EEFA - SUPPLY - FINAL YEAR CS/IT - SRI SAIRAM INSTITUTE OF TECHNOLOGY - DR,K,...

SRI SAIRAM INSTITUTE OF TECHNOLOGY, CHENNAI

This document is a presentation by Dr. K. Baranidharan on the topic of supply. It defines supply as the quantities of a good or service that a seller is willing and able to provide at a given price and time. It notes that supply and demand are interrelated, with supply representing a firm's willingness to sell a product and demand representing a consumer's willingness to buy it. The presentation also states that suppliers aim to produce various goods and services to satisfy consumers and that supply depends on other factors remaining the same at a point in time.

TQM - KANO MODEL - FINAL YEAR CS/IT - SRI SAIRAM INSTITUTE OF TECHNOLOGY - DR...

SRI SAIRAM INSTITUTE OF TECHNOLOGY, CHENNAI

The document discusses the Kano model, which classifies product attributes into three categories: basic features, performance features, and excitement features. Basic features are expected and their absence would lead to dissatisfaction. Performance features provide benefits where greater performance results in greater satisfaction. Excitement features unexpectedly delight customers even though their benefits may be minor. The document provides examples of each category and illustrates how refrigerator features have evolved over time, moving expected features into the basic category and adding delight features.

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